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.

We are seeking a highly experienced and strategic Principal - Solution Engineer to join our growing Presales team, focusing on our Enterprise and Mid-Market business. We are constantly on the lookout for smart people who are passionate about creating great products, designing great experiences, and making customers happy.

If you are a strategic thinker with excellent analytical and problem-solving skills, a compelling speaker who can command a room, and thrive in a fast-paced, high-growth environment, then we definitely want to talk to you. This is a senior-level role where you will not only solve our customers' most critical problems but also play a key part in shaping the direction of our solutions and mentoring the next generation of talent.

Roles & Responsibilities

1. Strategic Contribution & Leadership:

• Work closely with leadership to define sales strategies and campaigns for the Presales team internally.

• Play a tactical role in defining the direction of new solutions, processes, and standards based on business strategy, with a significant impact on overall business unit results.

• Focus on continuous process improvement within the Solution Engineering function.

• Mentor and guide junior resources on the team, helping to build their skills and expertise.

2. Sales Cycle & Solutioning:

• Partner with the sales team to support active deals by conducting expert discovery calls and product demonstrations for our Enterprise and Mid-Market customers.

• Lead the technical solutioning process, including user requirement gathering, analysis, and scope definition.

• Develop and deliver compelling Proof of Concepts (POCs), wireframes, and responses to RFPs/RFIs that clearly articulate the value of our solutions.

• Build and present powerful technical demonstrations of the Freshworks products, tailored to specific customer needs and audiences.

3. Customer Engagement & Evangelism:

• Work closely with customers to identify, understand, and solve their most critical business problems.

• Articulate the unique business value of Freshworks solutions to a variety of audiences, from technical practitioners to C-level executives.

• Evangelize the refreshing user experience of the Freshworks platform and be a trusted advisor to our customers.

• Be a lifelong learner, continuously developing your skills and staying current with industry trends.

• 12-15 years of professional experience in a customer-facing technical role.

• Significant experience as a Pre-Sales/Solution Engineer in a B2B SaaS environment is strongly preferred.

• Proven experience in mentoring, coaching, and building teams.

• Demonstrated ability to work effectively in a cross-functional team environment to solve complex business and technical problems.

• Experience managing multiple deals and priorities in a dynamic, high-velocity sales environment.

Skills Inventory

Solution Engineering & Technical Acumen:

• Discovery & Qualification: Expertise in leading technical discovery sessions and gathering complex requirements.

• Solution Architecture: Ability to design and architect solutions, create wireframes, and build compelling POCs.

• Demonstration Skills: Mastery in building and delivering tailored, value-based product demonstrations.

• RFP/RFI Management: Proficiency in managing and responding to detailed technical questionnaires.

• SaaS Knowledge: Deep understanding of SaaS architecture, business models, and the competitive landscape.

Communication & Presentation:

• Presentation Skills: Excellent, top-tier presentation and public speaking skills are a must.

• Verbal & Written Communication: Solid interpersonal skills with the ability to communicate complex ideas simply and effectively.

• Audience Management: Ability to tailor messaging and articulate value to diverse audiences (technical, business, executive).

Strategic & Leadership Skills:

• Business Acumen: Ability to understand business strategy and translate it into technical solutions and process improvements.

• Mentorship & Coaching: A passion for developing talent and leading by example.

• Problem Solving: A methodical and analytical approach to solving complex customer challenges.

Personal Attributes:

• Drive & Urgency: Highly driven with a strong execution focus and a sense of urgency.

• Time Management: Proven ability to manage time effectively and prioritize tasks in a dynamic environment.

• Adaptability: Thrives in a fast-paced, high-growth setting and is committed to continuous learning.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.