Lead - Solution Engineer

Own the AI technical narrative and solution architecture for Freshservice AI products across SMB and Commercial deals, demoing tailored AI use cases like ticket deflection and agent assist.

Lead technical discovery and quantify impact metrics (deflection rate, resolution time, agent productivity) for AI-driven ITSM workflows and automation.

Drive deal support end-to-end including RFP responses, security reviews, and bridge presales to delivery by collaborating with Professional Services and Customer Success.

8+ years in Solutions Engineering, Sales Engineering, or Technical Presales, preferably in ITSM, ITOM, ITAM, or enterprise SaaS domain.

Strong hands-on experience with AI/LLM solutions including agentic frameworks, deployments, and building internal AI-driven automations.

Experience running competitive technical deals with demonstrable ability to position AI/automation value to technical and business stakeholders.

Work Experience Required: 8+ years relevant experience

Deep AI technical expertise with production-grade LLM and agentic framework experience, including memory, context engineering, and failure mode management.

Experience handling full deal lifecycle from discovery through proof-of-value to implementation handoff, indicating senior solution engineering ownership.

Ability to translate complex AI concepts for both technical audiences and executive stakeholders, demonstrating strong executive presence.