Description
We are looking for a passionate and technically skilled Solution Engineer to be part of our SMBC Sales Support team for Freshservice.
You will be instrumental in solving complex customer problems, designing tailored solutions , including AI-driven use cases built on Freddy AI and Agent Studio , and delivering impactful demonstrations of the Freshworks platform.
Pre-Sales Engagement & Customer Solutions
- Engage with SMB, mid-market customers to understand their business and technical challenges.
- Conduct discovery sessions, architect solutions, and deliver tailored product demonstrations and Proofs of Concept (POCs).
- Address technical objections and ensure alignment with customer needs.
AI Solutioning & Positioning
- Understand and clearly explain core AI/LLM concepts (prompting, agents, model context/tooling) to both technical and business audiences without over-selling or over-simplifying.
- Position Freddy AI Copilot, Freddy AI Agent, and Agent Studio within customer discovery, tying AI capabilities to concrete outcomes (ticket deflection, resolution time, agent productivity) rather than generic AI messaging.
- Build and configure simple AI agents and automated workflows in Agent Studio (or comparable agent-builder tools) to bring AI use cases to life in demos and POCs.
- Field technical AI questions on integration, data handling, and governance, looping in specialists for deeper architecture discussions when needed.
Solution Design & Documentation
- Participate in gathering requirements and scoping complex engagements.
- Create technical documentation including solution proposals, SoWs, and RFP/RFI responses.
- Evaluate opportunities from a technical feasibility standpoint and proactively mitigate risks.
Collaboration & Execution
- Collaborate closely with Sales, Product, Engineering, and Implementation teams.
- Align technical strategies with sales initiatives to accelerate deal closures.
- Continuously improve pre-sales tools, processes, and enablement assets.
Customer Advocacy & Product Evangelism
- Articulate the value and capabilities of the Freshworks platform to both technical and business audiences.
- Represent Freshworks at customer meetings, events, and forums as a trusted technical advisor.
- Keep abreast of product developments and industry trends to provide relevant, up-to-date guidance.