Lead Solutions Engineer — AI-First ITSM for SLED & Education

Freshworks; New York (NY); On-site; USD 144,000 - 177,000; Full time

Job summary

Freshworks is seeking a Lead Solution Engineer to join our North America GTM team, focusing on SLED, Higher Education, and Manufacturing. You will lead technical discovery, tailor solution strategies, and deliver demonstrations that connect Freshworks ITSM, ITAM, ITOM, ESM, and AI capabilities to customer priorities.

Work closely with Account Executives and GTM leadership to win opportunities, develop vertical playbooks, and evangelize the Freshworks platform across technical and executive

Qualifications

• 6–8 years of Solution Engineering, Sales Engineering, Solutions Consulting, or similar pre-sales experience.
• Experience supporting or selling SaaS solutions into verticals: SLED, Higher Education, or Manufacturing.
• Strong understanding of how customer requirements, buying processes, and technology priorities differ across industry verticals.
• Experience with ITSM, ITAM, ITOM, ESM, or related enterprise technology platforms is strongly preferred.
• Excellent presentation and storytelling skills, with the ability to communicate complex technical concepts and business value to diverse audiences.
• Proven ability to work cross-functionally to solve complex business and technical challenges.
• Strong verbal, written, presentation, and interpersonal communication skills.
• Demonstrated ability to manage multiple opportunities and priorities within a dynamic sales environment.
• Highly driven, execution-oriented, and comfortable operating with a strong sense of urgency.
• Experience positioning or selling AI-enabled solutions is preferred.
• A Bachelor’s degree is preferred but not required.

Responsibilities

• Serve as a dedicated Solution Engineering partner to our verticals, understanding their needs and challenges.
• Collaborate with customers to address critical business, operational, and technology issues.
• Partner with Account Executives throughout the sales cycle to conduct discovery and shape the solution strategy.
• Gather and translate customer requirements into defined business and technical solutions.
• Build and deliver tailored demonstrations aligned to industry-specific workflows and priorities.
• Articulate the value of Freshworks ITSM, ITAM, ITOM, ESM, and AI capabilities to diverse audiences.
• Develop repeatable vertical-specific demonstrations, solution narratives, and best practices.
• Partner cross-functionally with Sales, Product, Marketing, Customer Success, and others for feedback.
• Stay current on trends and evolving customer needs across the industries you support.
• Evangelize the refreshing user experience and AI-first capabilities of the Freshworks platform.

Skills

Solution engineering

Pre-sales

Cross-functional

Presentation skills

AI-enabled solutions

Education

Bachelor's degree preferred

Tools

ITSM

ITAM

ITOM

ESM

Job description

Freshworks is seeking a Lead Solution Engineer to join our North America GTM team, focusing on SLED, Higher Education, and Manufacturing. You will lead technical discovery, tailor solution strategies, and deliver demonstrations that connect Freshworks ITSM, ITAM, ITOM, ESM, and AI capabilities to customer priorities.

Work closely with Account Executives and GTM leadership to win opportunities, develop vertical playbooks, and evangelize the Freshworks platform across technical and executive