Why This Job is Featured on The SaaS Jobs
This Lead Solution Engineer position sits at the intersection of product-led SaaS and enterprise buying behaviour, where technical credibility often determines whether complex customer service platforms get shortlisted. Freshworks operates in CX and EX software, and the remit described is firmly aligned to consultative pre sales in ITSM and cloud environments, a common pattern in mature SaaS vendors expanding regional revenue.
For a SaaS career, the role builds durable leverage by combining customer facing discovery with repeatable enablement. The emphasis on proof of concepts, RFP responses, and technical workshops develops a toolkit that transfers across SaaS categories, particularly where integrations, security, and operational workflows shape adoption. The additional expectation to feed product gaps back into the product organisation also provides exposure to how SaaS roadmaps are influenced by field learnings.
This role best suits a practitioner who prefers owning the technical narrative in high stakes conversations and is comfortable moving between executive stakeholders and hands on validation. It will appeal to someone who enjoys mentoring other solution engineers and codifying expertise into assets, rather than focusing solely on individual deals.
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 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 looking for a Lead Solutions Engineer to support the continued growth of our UKI business. You will play a critical role by being the technical expert that helps our UKI team with closing new business opportunities as well as consulting or selling to the most strategic prospects and accounts at Freshworks in the region.
Principal Solutions Engineers play a key role in thought leadership with prospects, asset creation based on domain expertise and knowledge of market trends, be the voice of the GTM teams into the product organization, represent Freshworks at industry conferences and events and in addition are “hands-on” to lead big deal conversations and help close large deals and act as a mentor to the regional solution engineering organization.
As a Principal Solution Engineer you will also utilize your strong technical, business, and customer skills to provide a deep level of technical consultation to prospects and customers to support sales and channel goals.
You will have the opportunity to articulate our value proposition, technology solutions and offer thought leadership to both business and technical audiences. This role is ideal for someone with mid-market and enterprise software pre-sales experience in a SaaS or technology product organization and strong experience with ITSM/ITIL and cloud based infrastructure. You have a passion and the ability to act as a trusted advisor through all stages of the sales cycle to mid-market and enterprise customers.
Role Profile
- Thought Leadership - Thinks about problems statements that other SEs are not thinking about and does deep thinking on these. This process may involve market trends research, experiential analysis, competitive learning, or consuming/analyzing analyst research.
- A strong voice for GTM teams when it comes to communicating with product teams. She/he has a keen eye for product gaps, bugs and enhancements and is able to communicate critical issues with product that get in the way of effective solutioning
- Ability to convert her/his ideas into institutional intellectual property and knowledge by creating assets based on her/his thought leadership, domain expertise and knowledge of market trends.
- Lean into and lead large deal conversations including engage with various mid-market and enterprise customer at mid to senior levels
- Mentor lead or senior solution engineers with technical strategies and approaches to solving customer problems
- Nurture long-term partnership value by becoming a trusted advisor to customers,
- Ability to work as part of a team and work closely with your extended teams
- Drive the technical win by evangelizing, enabling and engaging with customers
- Participate in pre-sales efforts: technical sales presentations, proof-of-concept engagements, RFP/RFI responses, solution demonstrations, and technical workshops
- Scope and ensure the success of proof-of-concepts (POCs)
- Collaborate with partners to develop joint solutions
Qualifications
- Native level written and oral communication skills in English are required. Having any other European languages additionally would be an added advantage
- Minimum 7 years of relevant experience in a similar technical solution engineering preferably in ITIL/ITSM domain or in a SaaS or software product environments
- Experience in a SaaS or technology product organization and experience with ITSM/ITIL Methodologies and cloud based infrastructure is key
- Possess excellent senior customer stakeholder (incl. CxOs) and internal communication skills
- Experience working on complex sales cycles in Mid-Market and Enterprise business segments
- Excellent communication and listening skills, high-level presentation and demonstration skills, enthusiastic about helping and serving clients, strongly customer and solution oriented personality
- Highly driven individual with an execution focus and a strong sense of urgency
- A colleague who enjoys working in a high-energy team environment
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.
