Lead - Solution Engineer

Job Description

Freshservice is expanding what “AI-driven ITSM” means for our customers — from Freddy AI Copilot and Freddy AI Agent, to Agent Studio for building custom agentic workflows, to MCP Gateway connecting Freshservice to the broader AI stack. We're creating a new kind of Solutions Engineering role to match: the Lead AI Solution Engineer.

This is a specialist presales role for someone who can do three things at once: speak credibly to technical and business buyers about AI value, architect and demo AI solutions on top of Freshservice, and stay hands-on enough to help customers get those solutions live post-sale. You'll be the AI subject-matter expert embedded in SMB and Commercial deals, partnering with Account Executives, core SEs, Product, and Professional Services to win competitive deals and make sure the AI value we sell is the AI value customers actually realize.

You'll report into the Solutions Engineering leadership team and act as a force multiplier for the broader SE org — enabling peers, building reusable AI demo assets, and representing the voice of the customer back to Product on where our AI roadmap needs to go next.

What You'll Do

• 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.
• Lead 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.
• Lead 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.
• Build and maintain a library of reusable AI demo environments, reference architectures, and ROI/business-case models that the wider SE team can self-serve.
• Track 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.

Qualifications

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.
• Strong 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.
• Excellent 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 strong plus.

Nice to Have

• Prior experience with Freddy AI, Agent Studio, or Freshworks products specifically.
• Experience with ITAM/discovery tooling (e.g., Device42) and how it feeds AI-driven automation.
• Exposure to 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.

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.