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Senior Solution Engineer

Freshworks Inc.

Job Overview

Location

Bengaluru

Job Type

Full-time

Full Job Description

📋 Description

• Own the entire pre-sales technical cycle for Freshworks’ SaaS platform across SMB, mid-market, and enterprise segments—translating complex business pain points into elegant, scalable solutions that close revenue faster.
• Run deep discovery workshops with stakeholders ranging from C-suite to IT architects; map out current-state processes, identify gaps, and architect future-state workflows that leverage Freshworks’ unified CX, ITSM, and CRM suite.
• Design and deliver high-impact product demonstrations, custom POCs, and interactive workshops that showcase tangible ROI; tailor every narrative to the prospect’s industry, use-case, and KPIs—whether that’s reducing MTTR by 40 % or boosting CSAT to 95 %.
• Produce crisp, persuasive technical collateral—solution blueprints, SoWs, RFP/RFI responses, security questionnaires, and integration playbooks—ensuring each document accelerates procurement cycles and de-risks executive sign-off.
• Neutralize technical objections in real time: dive deep into API limits, data-residency requirements, SSO/SAML flows, and custom-code extensibility; bring in Product & Engineering as needed, but always remain the prospect’s single point of technical truth.
• Partner shoulder-to-shoulder with Account Executives on deal strategy: size TCO, craft mutual success plans, and build executive-level business cases that quantify cost savings, productivity gains, and risk reduction.
• Orchestrate cross-functional squads—Sales, Product, Engineering, Professional Services, and Support—to ensure every proposed solution is technically feasible, profitably deliverable, and aligned with the customer’s go-live timeline.
• Continuously refine the pre-sales toolkit: author re-usable demo scripts, automation snippets, and battle cards; run internal enablement sessions that up-level the entire SE org and shrink ramp-up time for new hires.
• Serve as the voice of the customer back to Product Management: synthesize field feedback into clear enhancement requests, champion roadmap items that unblock strategic deals, and beta-test new features before GA.
• Evangelize Freshworks at industry events, webinars, and customer advisory boards; position yourself as a thought leader on digital transformation, customer experience, and modern ITSM practices.
• Monitor competitive landscapes (ServiceNow, Zendesk, Salesforce, etc.) and maintain win-loss insights that sharpen our differentiation and pricing strategy.
• Maintain a laser focus on metrics: demo-to-close conversion rates, average deal cycle time, technical win rate, and customer satisfaction scores—iterating weekly to exceed quarterly targets.

🎯 Requirements

• 5+ years of pre-sales solution engineering or sales engineering experience in B2B SaaS, preferably within CX, CRM, or ITSM domains.
• Demonstrated success managing complex sales cycles ($100K–$1M+ ARR) across global enterprises and regulated industries.
• Hands-on fluency in REST APIs, JavaScript/Node.js, JSON, SSO/SAML, and cloud security best practices; comfortable reading code and building lightweight prototypes.
• Exceptional storytelling and presentation skills—ability to command a room of 20 executives or run a white-board session with 3 architects.
• Bachelor’s degree in Computer Science, Engineering, or related field; relevant certifications (ITIL, AWS, Scrum) are a strong plus.

🏖️ Benefits

• Competitive base salary plus uncapped variable pay tied to team quota attainment.
• Comprehensive health coverage for employee and family, including mental-wellness and tele-medicine programs.
• Flexible hybrid work model with quarterly “Work from Anywhere” weeks and annual learning stipend of $2,000.
• Stock options in a high-growth SaaS company approaching IPO readiness.

Skills & Technologies

Senior

Onsite

Remote

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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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