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Senior Solution Engineer

Freshworks Inc.

Job Overview

Location

Chennai

Job Type

Full-time

Full Job Description

📋 Description

• Own the technical heartbeat of every deal: from the first discovery call to the final signature, you will be the go-to architect who translates business pain into a crisp, scalable Freshworks Employee Experience (EX) solution. You’ll sit shoulder-to-shoulder with Account Executives, acting as the voice of technical authority while keeping the conversation anchored in measurable business outcomes.
• Run laser-focused discovery sessions with SMB and mid-market prospects to uncover the real drivers behind their service desk, ITSM, HR, and employee engagement initiatives. You will map stakeholders, quantify ROI, and surface hidden blockers so that every demo, POC, and proposal speaks directly to what keeps the customer’s CIO, HR Director, or IT Manager awake at night.
• Craft and deliver jaw-dropping demos that turn skeptics into champions. Whether it’s a 15-minute teaser for a procurement team or a deep-dive workshop for 30 IT admins, you will configure live environments, spin up realistic data, and weave in customer branding so the platform feels like their future state—not a generic trial.
• Design end-to-end solution architectures that elegantly combine Freshservice, Freshchat, and adjacent EX modules with the customer’s existing identity, asset, and collaboration stacks. You will document integration touchpoints, security considerations, data flows, and automation blueprints that both technical evaluators and budget holders can trust.
• Build and run Proof-of-Concepts that compress months of uncertainty into weeks of decisive validation. You will script use-cases, ingest sample data, configure workflows, and set success criteria so prospects can see ticket deflection, MTTR reduction, or employee NPS improvement in real numbers.
• Respond to RFIs/RFPs and technical questionnaires with speed and precision. You will own the solution volume, coordinate inputs from Product, Security, and Legal, and ensure every answer is accurate, compliant, and differentiated against legacy competitors.
• Tackle technical objections head-on—whether it’s SAML vs. OAuth, on-prem discovery agents, or AI-bot hallucination fears—delivering clear, evidence-based rebuttals that keep deals moving and elevate your personal brand as a trusted advisor.
• Collaborate cross-functionally with Product Management to funnel field insights into roadmap prioritization. You will log feature gaps, up-vote customer pain in sprint reviews, and beta-test new capabilities so that what you sell tomorrow is even stronger than what you sell today.
• Mentor junior Solution Engineers and Sales Engineers across the region, sharing demo scripts, architecture patterns, and objection-handling cheat sheets. Your success will be measured not only by your own quota attainment but by the uplift in team win rates.
• Evangelize the Freshworks EX story at regional meetups, webinars, and customer advisory boards. You will distill complex workflows into crisp narratives, showcasing how unified ITSM + employee experience drives 30% faster onboarding and 40% fewer repetitive tickets.
• Stay perpetually curious: earn new certifications in ITIL4, AWS Cloud Practitioner, or Freshworks AI-driven automation; dissect competitor moves; and experiment with emerging integrations (Okta, Slack, Jira, Workday) so you’re always one step ahead of the market.

🎯 Requirements

• 5+ years of pre-sales solution engineering or technical consulting experience in SaaS, with demonstrated success selling to IT, HR, or employee-experience buyers.
• Deep hands-on expertise in ITSM platforms (Freshservice, ServiceNow, Jira Service Management) and familiarity with adjacent domains such as HRIS, ITOM, or ESM.
• Proven ability to design and deliver technical demos, POCs, and solution architectures that integrate REST APIs, identity providers (SAML, OIDC, SCIM), and cloud marketplaces (AWS, Azure).
• Excellent storytelling and presentation skills—comfortable translating technical jargon into business value for C-level, VP, and practitioner audiences alike.
• Nice-to-have: ITIL4 Foundation or higher certification; experience with workflow automation, AI/ML chatbots, or low-code/no-code platforms; multilingual fluency for regional expansion.

🏖️ Benefits

• Competitive base salary plus uncapped variable commission tied to both individual and regional team performance.
• Comprehensive health coverage for employee and dependents, including dental, vision, and mental-wellness programs.
• Flexible PTO policy and quarterly recharge days to ensure sustainable high performance and work-life harmony.
• Annual learning stipend of USD 2,000 for certifications, conferences, and advanced courses to keep your skills razor-sharp.

Skills & Technologies

Senior

Onsite

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Freshworks Inc.

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About Freshworks Inc.

Freshworks Inc. provides cloud-based customer engagement and employee experience software. Its suite includes products for customer support, sales automation, marketing, IT service management, and HR service delivery. The company serves small and medium-sized businesses as well as enterprises across industries. Founded in 2010 and headquartered in San Mateo, California, Freshworks offers integrated SaaS applications designed to improve customer satisfaction and employee productivity.

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