Technical Product Marketing Manager, AI

Freshworks; Boston (MA); Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Equity + ESPP

Flexible PTO

Commuter benefits

Wellness benefits

Adoption leave

Parental leave

Job summary

Freshworks is seeking a Technical Product Marketing Manager to bring the next generation of AI-powered IT service management to market. You will be the technical voice for Freshservice AI, authoring content that stands up to scrutiny, while you explore the product firsthand and shape external narratives to match capabilities.

You’ll own the technical narrative across Freshservice, develop architecture explainers and whitepapers, and enable the field with winning technical material for

Qualifications

• 5+ years in product marketing, technical marketing, solutions engineering, or another technical customer-facing role in B2B SaaS.
• Strong understanding of AI systems and enterprise ITSM use cases.
• Hands-on in product/demo environments and workflows.

Responsibilities

• Own the technical narrative for AI across Freshservice and related products.
• Author architecture explainers, deep-dive blogs, whitepapers, and integration guides.
• Enable Solution Engineers and Customer Success with win-ready technical material.
• Support customer conversations when technical depth drives decisions.
• Collaborate with Product Management and Engineering to reflect technical feedback in roadmap.
• Represent Freshworks externally at webinars and industry events.
• Track AI landscape and its impact on ITSM use cases.

Skills

Product marketing

Technical marketing

B2B SaaS

Technical communication

Public speaking

Tools

Agent development tools

Evaluation frameworks

Automation platforms

Job description

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.

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.

Job Description

Freshworks is looking for a Technical Product Marketing Manager to bring the next generation of AI-powered IT service management to market.

The conversation around enterprise AI has gotten technical. Buyers and prospects are asking about model quality and evaluation, agent-to-agent coordination, MCP and tool-calling, retrieval and data grounding, inference economics, and where automation ends and autonomy begins. Marketing that can't engage at that level gets discounted.

You’ll be the technical voice of Freshservice AI by authoring the content that stands up to scrutiny and making sure our external narrative matches what the product genuinely does. While you won't be asked to build or maintain demo infrastructure, you will be expected to get into the product yourself, run the workflows, and form your own view before you write about them.

What You’ll Do:

• Own the technical narrative for AI across Freshservice —how our agents work, how they're grounded in the right context, how quality is measured, and why our architectural choices matter.
• Author technical content that holds up under scrutiny: architecture explainers, deep-dive blogs, whitepapers, model and evaluation narratives, and integration guides for platform teams.
• Enable the technical field. Build the material that Solution Engineers, Solution Architects, and Customer Success need to win technical evaluations, POCs, and security or architecture reviews.
• Support customer and prospect conversations directly when technical depth is the deciding factor, such as evaluations, advisory boards, analyst briefings, and customer interviews.
• Partner with Product Management and Engineering across the lifecycle, translating technical decisions into customer value and carrying technical buyer feedback back into the roadmap.
• Represent Freshworks externally at webinars, industry events, and in bylined technical writing.
• Track the AI landscape, including models, agent frameworks, emerging protocols, competitive moves as well as how these trends will impact ITSM use cases.

What We’re Looking For:

• 5+ years in product marketing, technical marketing, solutions engineering, or another technical customer-facing role in B2B SaaS
• Real fluency in modern AI systems: agent frameworks and orchestration, tool-calling and MCP, retrieval and grounding, evaluation and quality measurement, fine-tuning, and the practical trade-offs among cost, latency, and accuracy
• Comfort working hands-on in product and demo environments. You configure the workflows, run the prompts, and probe the edges yourself rather than waiting for a briefing. You don't need to be the person who builds the environment
• A bias toward investigating. When you don't understand how something works, your first move is to go try it. Published writing, talks, repos, or shipped side projects tell us more than a slide library
• Proven ability to write clearly and specifically for technical readers without hiding behind abstraction
• Credibility with engineers. You can sit in an architecture review, follow it, and ask the question that changes the answer
• A point of view. You arrive at discussions with a take, not a status update
• Excellent written and verbal communication skills

Nice to Have:

• Experience marketing ITSM, IT Operations, DevOps, observability, cloud, cybersecurity, or enterprise infrastructure products
• Familiarity with enterprise AI adoption patterns and the governance, security, and data-residency questions that gate it
• Experience marketing to IT administrators, platform teams, and enterprise technology evaluators
• Hands-on experience with agent development, evaluation frameworks, or automation and workflow platforms
• A public footprint (e.g., writing, talks, demos, or repos) that shows how you think

Additional Information

Please note: This is a hybrid role that will be based out of our Downtown Boston office and requires an in-office presence three days per week (Tuesday - Thursday).

The annual base salary range for this position is $150,000 - $180,000. This role is also eligible for a target bonus.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available. Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.