Senior Solution Engineer (CX

About the role

Freshworks is looking for a technical expert to join our CX team in Chennai. You will act as a primary technical partner to our sales organization, helping mid-market and SMB clients solve complex business challenges using our software. This role focuses on bridging the gap between customer needs and our product capabilities through demonstrations, custom solutions, and strategic technical guidance.

Key facts

What you'll do

• Lead technical discovery sessions and define project scopes for active sales opportunities.
• Create and present product demonstrations and custom proof of concept projects.
• Handle the end-to-end process for RFPs, RFIs, and technical compliance documentation.
• Design wireframes and solution blueprints tailored to specific client business problems.
• Partner with sales leadership to manage pre-sales resources and qualify opportunities based on technical feasibility.
• Integrate AI features and automated workflows into customer solutions to demonstrate platform value.
• Coordinate with internal support and implementation teams to ensure smooth deal handoffs.

Requirements

• 4 to 7 years of professional experience in technical pre-sales, solution engineering, or similar customer-facing roles within the SaaS industry.
• Bachelor degree in Computer Science, Engineering, Information Technology, or equivalent practical experience.
• Experience supporting SMB and mid-market customers with a focus on CRM, service, and support strategies.
• Ability to communicate technical and business value to stakeholders ranging from system administrators to C-suite executives.
• Capacity to navigate and influence cross-functional teams in a matrixed organization.
• Flexibility to work across various global time zones based on regional business requirements.

Nice to have

• Practical experience with coding or scripting, specifically JavaScript, Python, REST APIs, and webhooks.
• Familiarity with AI and machine learning concepts, including generative AI tools for workflow optimization.

Skills & tools

• Technical documentation and wireframing
• Pre-sales compliance standards
• Solution architecture
• CRM and CX software strategy

Practical notes

Freshworks is an equal opportunity employer committed to a diverse and inclusive workplace. We support candidates of all backgrounds and identities. Please be prepared to demonstrate your ability to manage technical sales cycles and collaborate across global teams.