Senior Solution Engineer (CX NA)

1. Impact You Can Create

• Drive Revenue Velocity: Act as a strategic business partner to Sales Management aligning technical resources directly with product revenue goals across the mid-market and SMB segments.

• Elevate Customer Experience: Evangelize a refreshing user experience on the platform by translating complex customer pain points into tailored high-value technical solutions.

• Modernize Pre-Sales Operations: Leverage AI-driven workflows and best practices to streamline deal qualification proof-of-concept (POC) delivery and RFP responses.

• Cross-Functional Synergy: Bridge the gap between Sales Support and Implementation teams to ensure seamless deal handoffs high retention and operational alignment.

2. Roles & Responsibilities (R&R)

• Pre-Sales Execution & Deal Support:

  • Lead discovery calls requirement-gathering sessions and technical scope definitions for active deals.

  • Build and deliver compelling value-driven product demonstrations and custom Proof of Concepts (POCs).

  • Manage end-to-end response processes for RFPs RFIs and technical compliance documentation.

  • Construct wireframes and solution blueprints to solve critical SMB and mid-market business problems.

• Strategic Sales Partnership & Resource Management:

  • Manage pre-sales resource allocation and operational effectiveness within the assigned region.

  • Provide continuous advice and counsel to sales leadership regarding the deployment of technical assets.

  • Internally qualify sales opportunities based on technical feasibility architecture requirements and competitive dynamics.

• AI & Continuous Innovation:

  • Embed AI capabilities automated workflows and generative AI features into customer solutions and value stories.

  • Stay ahead of industry trends as a lifelong learner continuously upgrading technical and domain expertise.

Qualifications :

3. Skills & Competencies

• Technical & Solutioning Depth:

  • Strong technical sales aptitude with a proven ability to articulate business and technical value to diverse audiences (from admins to C-suite).

  • Expertise in wireframing technical documentation and pre-sales compliance standards.

  • Hands-on coding / scripting exposure (e.g. JavaScript Python REST APIs webhooks) is a strong plus for building custom integrations and advanced POCs.

  • AI Familiarity: Practical understanding of AI/ML concepts Generative AI tools and how to apply them to optimize pre-sales workflows and customer solutions.

• Collaboration & Operations:

  • Excellent organizational analytical and problem-solving skills.

  • Proven track record of navigating and influencing matrixed multi-office and cross-functional teams.

  • Outstanding verbal and written communication skills with strong interpersonal presence.

  • Flexibility to work across different global shifts as required by regional business needs.

4. Qualifications & Experience

• Experience: 4 to 7 years of hands-on experience in Solution Engineering Technical Pre-Sales or relevant technical customer-facing roles within enterprise software/SaaS.

• Market Exposure: Demonstrated experience supporting SMB and Mid-Market customers with a deep understanding of service support and CRM strategies.

• Education: Bachelors degree in Computer Science Information Technology Engineering or equivalent practical experience.

Additional Information :

At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.

Remote Work :

No

Employment Type :

Full-time