Freshworks: Lead - Solution Engineer — Bengaluru, KA, India

About Freshworks

Freshworks develops cloud-based software for customer and employee experiences. Its product range includes customer support, sales and marketing automation, chat and IT service management. The employer names Freshdesk, Freshsales, Freshmarketer, Freshservice and Freshchat, supported by shared platform services. These applications address different operational needs, from managing customer conversations and sales activity to helping employees obtain IT services. The business emphasises software designed for end users and straightforward implementation.

The position and its setting

Freshworks lists Lead - Solution Engineer in Bengaluru, KA, India, under reference P102989. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 26 August 2026
• Brands: Freshworks

Responsibilities and work described

• We're creating a new kind of Solutions Engineering role to match: the Lead AI Solution Engineer
• Own the technical narrative for AI/Freddy across strategic and competitive deals — positioning Freddy AI Copilot, Freddy AI Agent, Agent Studio, and MCP Gateway against how prospects actually work today, not a generic AI pitch
• Design: and deliver tailored AI proofs-of-concept and demos: configuring agentic workflows, custom skills, and automations in Agent Studio, and connecting Freshservice to customer data and tools via MCP Gateway and APIs
• Leadership: technical discovery specifically for AI use cases — ticket deflection, agent-assist, workflow automation, knowledge management — quantifying expected impact (deflection rate, resolution time, agent productivity) with the customer, not just for them
• Leadership: internal projects that improve Solution Engineering efficiency and productivity, identifying repetitive processes and building AI driven workflows to simplify or automate them
• Partner with Account Executives and core Solution Engineers as the AI overlay specialist on SMB, Commercial and competitive pursuits, joining deals at the point where AI differentiation matters most
• Support: deal-winning activities end to end: RFP/RFI responses, executive briefings, proof-of-value engagements, and security/architecture reviews for AI components (data handling, model governance, integration security)
• Bridge presales to delivery: work with Professional Services and Customer Success to help scope and de-risk the implementation of AI solutions sold, so what was demoed is what gets deployed
• Building: and maintain a library of reusable AI demo environments, reference architectures, and ROI/business-case models that the wider SE team can self-serve
• Tracking: competitive AI positioning versus ServiceNow (Now Assist), SysAid, Quest KACE, and other ITSM/ITAM players — including where competitors are genuinely ahead, so the team's positioning stays credible rather than one-sided
• Represent customer and field feedback on AI features and gaps directly to Product and Engineering, influencing roadmap prioritization
• Mentor and enable other SEs on AI positioning, demo technique, and objection handling as the internal go-to expert

Essential requirements and candidate background

• What You'll Bring
• 8+ years in Solutions Engineering, Sales Engineering, Solution Consulting, or Technical Presales, ideally within ITSM, ITOM, ITAM, or broader enterprise SaaS
• AI fundamentals
• You deeply understand how LLMs and agents work in production: context engineering, memory, RAG, tool use, structured outputs, and the failure modes that actually show up at scale
• You've worked with agentic frameworks (LangGraph, LlamaIndex, Google ADK, or equivalent) and with both open and closed source models
• Hands-on experience deploying or configuring AI/LLM-based solutions in a customer-facing context — this can be conversational AI/copilots, RAG-based knowledge assistants, or agentic workflow automation; deep AI/ML research experience is required
• Hands on expectations around building internal agents and automations
• For example, creating agents that can interact with multiple internal systems, collect and consolidate information from different sources, reason across that context, and provide actionable recommendations or trigger downstream workflows
• A track record of selling and positioning AI or automation value to both business stakeholders (ROI, productivity, risk) and technical stakeholders (architecture, security, integration)
• Experience building production-grade machine learning deployments on AWS, Azure, or GCP
• Experience running competitive deals and building honest, differentiated positioning rather than one-size-fits-all pitches
• Comfort operating across the full deal lifecycle — from discovery and demo through proof-of-value and into implementation handoff
• Executive presence and communication skills; able to flex a technical AI conversation up to a CIO/CX-leader audience or down to a hands-on admin audience in the same week
• Freshservice, Freshdesk, or comparable ITSM/CX platform experience (ServiceNow, SysAid, Zendesk, Jira Service Management) is a plus

Preferred experience and additional strengths

• Prior experience with Freddy AI, Agent Studio, or Freshworks products specifically
• Experience: ITAM/discovery tooling (e.g., Device42) and how it feeds AI-driven automation
• Exposure: AI governance conversations (data residency, model risk, responsible AI) in regulated industries
• A builder's instinct — you'd rather stand up a working demo than a slide

Location, schedule and contract conditions

• Work arrangement: On-site
• Advertised location: Bengaluru, KA, India

Conditions requiring the complete notice

Some passages contain complex or combined conditions that have not been reduced to short eligibility statements here. Read the complete linked notice for those passages, including any alternatives, exceptions or restrictions. The concise facts above should not be treated as the full wording of every condition.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Lead - Solution Engineer vacancy is not an offer for reference P102989; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Freshworks

Applications follow the official employer page linked below.

Open the official Freshworks posting below and match the title and reference P102989.

Compare your qualifications and experience with the essential conditions for the Bengaluru, KA, India position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: AWS

For AWS experience, describe the workload and the services you actually configured or operated. Useful detail includes deployment, access controls, monitoring, recovery or cost decisions where those were your responsibility.

Relevant skills

• AWS
• GCP
• Azure
• MCP
• APIs
• AI/ML
• LLMs
• ServiceNow
• AI
• embedded systems
• Google Cloud
• machine learning