Vertical Solutions Engineer - AI-First ITSM for SLED

Freshworks; Boston (MA); On-site; USD 136,000 - 168,000; Full time

Job summary

Freshworks Inc. is seeking a Lead Solution Engineer to join the North America GTM team, supporting SLED, Higher Education, and Manufacturing segments.

You will partner with sales to run technical discovery, craft tailored solution strategies, and deliver demos that map Freshworks ITSM/ITAM/ITOM/ESM and AI capabilities to customer needs. You will translate complex customer requirements into compelling technical and business value, working with executives and cross-functional teams to accelerate

Qualifications

• 6–8 years of Solution Engineering, Sales Engineering, Solutions Consulting, or similar pre‑sales experience.
• Experience supporting or selling SaaS solutions into verticals such as SLED, Higher Education, or Manufacturing.
• Strong understanding of how customer requirements, buying processes, and technology priorities differ across industries.
• Experience with ITSM, ITAM, ITOM, ESM, or related enterprise technology platforms is preferred.
• Excellent presentation and storytelling skills, with the ability to communicate complex technical concepts and business value.
• Proven ability to work cross-functionally to solve complex business and technical challenges.
• Strong verbal, written, presentation, and interpersonal communication skills.
• Experience positioning or selling AI-enabled solutions is preferred.
• Bachelor’s degree is preferred but not required.

Responsibilities

• Serve as a dedicated Solution Engineering partner to SLED, Higher Education, and Manufacturing sales teams, understanding industry needs and challenges.
• Collaborate with customers to identify and address critical business, operational, and technology challenges.
• Partner with Account Executives to conduct technical and business discovery and shape solution strategy for opportunities.
• Gather and translate customer requirements into defined business and technical solutions.
• Build and deliver tailored demonstrations aligned to industry workflows and customer priorities.
• Articulate the value of ITSM, ITAM, ITOM, ESM, and AI capabilities to technical and executive audiences.
• Develop repeatable vertical-specific demos and best practices for go-to-market in these industries.
• Work cross-functionally with Sales, Product, Marketing, and Customer Success to incorporate customer feedback.

Skills

Solution Engineering

SaaS sales experience

Cross-functional collaboration

Presentation & storytelling

AI-enabled solutions experience

Communication skills

Education

Bachelor's degree preferred

Tools

ITSM

ITAM

ITOM

ESM

Job description

Freshworks Inc. is seeking a Lead Solution Engineer to join the North America GTM team, supporting SLED, Higher Education, and Manufacturing segments.

You will partner with sales to run technical discovery, craft tailored solution strategies, and deliver demos that map Freshworks ITSM/ITAM/ITOM/ESM and AI capabilities to customer needs. You will translate complex customer requirements into compelling technical and business value, working with executives and cross-functional teams to accelerate