Company Description
Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There’s another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
We are seeking an experienced and highly collaborative Lead Solutions Engineer to join our growing North American Partner and Field GTM teams. This role is a great fit for a versatile solution leader who thrives in dynamic, partner and field environments, enjoys solving complex challenges across the entire employee and customer lifecycle, and excels at bringing people together through exceptional communication. If you're looking to move fast and make a significant impact in an exciting space, you're in the right place!
You will be the trusted technical advisor for our strategic partners and field GTM team, leading technical enablement and joint sales cycles across both the Freshservice (Employee Experience) and Freshdesk (Customer Experience) product lines.
What You'll Do:
Field GTM Solution Selling: Collaborate closely with our Field GTM sales team by conducting discovery calls and delivering product demonstrations for active deals. Effectively gather requirements to clearly define customer challenges, construct and present compelling demonstrations of Freshworks products, and articulate the value of Freshworks solutions to diverse audiences.
Partner Enablement & GTM: Act as the primary technical subject matter expert for our strategic partners, conducting deep-dive training, developing technical collateral, and ensuring they are fully equipped to position and demonstrate the joint value of Freshservice and Freshdesk.
Joint Customer Engagements: Collaborate closely with partner sales teams to lead discovery sessions, qualify opportunities, and define technical strategy for enterprise-level deals encompassing both Employee and Customer Experience use cases.
Dual-Platform Solutioning: Design and deliver advanced, tailored product demonstrations and proofs-of-concept that seamlessly showcase the power of both Freshservice and Freshdesk working together to solve integrated IT, HR, and Customer Support challenges.
Strategic Positioning: Articulate the complex business value of our unified, AI-powered platform architecture, translating technical capabilities across ITSM, ESM, and CX into clear, compelling ROI stories for executive-level audiences.
Content & Thought Leadership: Create and refine engaging, high-impact presentations and technical documents to simplify the platform's value proposition for diverse partner and customer audiences.
Trusted Advisor: Be a consultative leader for our customers and partners, bringing clarity, insight, and deep product/industry empathy into every interaction to drive joint success and revenue growth.
Cross-Functional Collaboration: Partner closely with internal Freshworks Sales, Product, and Partner Managers to provide critical feedback and ensure alignment between partner needs and product roadmap direction.
Qualifications
What You’ll Bring:
- 3-5 years of experience in Solution Engineering.
- Proven experience as a Solutions Engineer or equivalent role, specifically supporting partner-led sales motions.
- A collaborative mindset and passion for enabling others—especially partners—to succeed.
- A passion for clear communication and strong interpersonal skills - you'll use these every day!
- Experience working across teams to solve both business and technical problems.
- Confidence in presenting to varied audiences, from technical teams to executive stakeholders.
- Excellent time management in a fast-moving environment - balancing multiple priorities with grace.
- A drive to take initiative, follow through, and make a tangible impact.
- Demonstrable expertise in two or more of the following domains is a significant plus: IT Service Management (ITSM/ESM), Customer Relationship Management (CRM), or Customer Service/Contact Center (CX) platforms.
Preferred (but not required):
- A Bachelor's degree
- Knowledge of ITSM and/or CX platforms
Additional Information
Work Location: We value connection and collaboration. This role requires in-office work at least 3 days per week in one of our U.S. locations:
- San Mateo, CA
- Boston, MA
- Denver, CO
- Bellevue, WA
Note: We are currently not offering fully remote roles for this position.
Why Freshworks?
We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions.
If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together.
The annual base salary range for this position is $135,000 — $195,000 USD. Base Salary. This role is also eligible for variable compensation.
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 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.
