Why This Job is Featured on The SaaS Jobs
Incident management and reliability tooling has become a core SaaS category as more companies run always on, cloud based products. This Lead Solution Engineer role sits at the intersection of go to market and deep production operations, supporting FireHydrant’s incident management platform within Freshworks’ enterprise motion. It is notable because it brings technical pre sales work into a domain where credibility often depends on understanding real world on call, alerting, and operational workflows.
For a SaaS career, the role builds durable strengths in translating platform capabilities into outcomes for both engineers and executives. Exposure to REST APIs, scripting, and adjacent infrastructure tooling aligns well with how modern SaaS products are evaluated and adopted. Working closely with Sales, Product, Engineering, and Customer Success also develops a cross functional view of how enterprise SaaS deals are shaped, from discovery and demo design through to stakeholder alignment.
This position tends to suit professionals who enjoy customer facing problem solving without giving up technical depth. It fits someone comfortable leading structured conversations, tailoring demonstrations to varied audiences, and learning a reliability focused product surface area. It can be a strong match for solution engineers who want to specialize in DevOps and SRE adjacent SaaS rather than general purpose application software.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Company Description
Organizations everywhere are weighed down by complex software that slows them down instead of helping them move faster. At Freshworks, we take a different approach.
We build uncomplicated, enterprise-grade customer experience (CX) and employee experience (EX) software that is powerful, intuitive, and fast to deliver value. Our AI-first, people-centric platform eliminates friction, helping employees work more effectively and organizations operate more efficiently.
Trusted by more than 72,000 organizations including Bridgestone, Sony Music, S&P Global, and New Balance Freshworks is proving that enterprise software doesn’t have to be complicated to be powerful. With over 4,500 employees globally, we are building technology that works for people.
FireHydrant, a Freshworks company, helps modern engineering teams manage incidents, reduce downtime, and operate with confidence. FireHydrant is a leading incident management and site reliability platform trusted by highly technical organizations across cloud infrastructure, developer tooling, fintech, gaming, and e-commerce.
Fresh vision. Real impact. Come build it with us.
Job Description
Freshworks is seeking a Lead Solution Engineer to join our North America Enterprise GTM team. This role will directly support the FireHydrant product, partnering with highly technical customers operating complex, production-grade systems.
As a Lead Solution Engineer, you will work closely with Sales, Product, Engineering, and Customer Success teams to understand customer challenges, design technical solutions, and deliver compelling product demonstrations. You will engage with both technical and executive audiences, translating complex technical concepts into clear business value.
This is a customer-facing, technically deep role for someone who thrives in a fast-paced, high-growth environment and enjoys solving real-world reliability and operational challenges.
Qualifications
We recognize that not every candidate will meet every requirement. Successful Solution Engineers at FireHydrant typically bring a strong portion of the following skill set:
- Proven experience in a technical pre-sales role
- Exceptional communication and presentation skills, with a track record of leading engaging presentations and demos for both technical and non-technical audiences
- Technical proficiency, including hands-on experience with REST APIs and competency in at least one scripting language (e.g., Python, JavaScript, Bash)
- Familiarity with observability platforms, CI/CD tooling, monitoring and alerting solutions, and/or Terraform
- Strong collaboration skills with the ability to work effectively across cross-functional teams (GTM, Product Management, Engineering)
- Ability to articulate the business impact and value proposition of technical solutions to key stakeholders
- Eagerness to explore and master new technologies and solve complex technical challenges to drive customer success and business growth
- Ability to excel in a dynamic, fast-paced environment and quickly adapt to evolving customer requirements and shifting priorities
- Work Location:We value connection and collaboration. This role requires in-office work at least 3 days per week in our Boston office.
Bonus:
Additional Information
The annual base salary range for this position is $135,000 — $195,000 USD.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.
Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
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.
