Distinguished Solution Engineer - ITSM (Remote)

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Let's face it. Most people hate the software they use at work. Business software is clunky, expensive, hard to set up and frustrating to use. If the software that you use in your personal life is so easy and intuitive to use, why can't business software be that way too? At Freshworks, we agree with you! We pride ourselves on building powerful, sophisticated software that's fun and easy to use. We pride ourselves on being a kudumba (Tamil word for Family) and we have each other's back. We pride ourselves on being an employee-first organization and believe that happy employees create happy customers. We are Freshworks!
We are constantly on the lookout for smart people who are passionate about creating great products, designing great experiences, building scalable platforms, and making customers and partners happy. We are growing our Solution Engineering organization and are looking for Distinguished Solution Engineers to join our team.
If you are passionate about ITSM, ESM, ITAM and ITOM solutions or have practitioner skills in IT organizations, we want to speak with you.
If you have the ability to champion the cause of our customers and shape product strategy, we want to speak with you.
If you are a leader who can build cross functional bridges, we so want to talk to you. So hit us up!
What will your impact be?
As a Distinguished SE in our Global solution engineering org, you will be responsible for guiding our overall Solution Engineering strategy as it pertains to our ITSM & ESM solutions. You will work closely with our Global Solution Engineering leadership, Sales Leaders and Product leaders to shape Freshworks' GTM motions in ITSM. You will bring a mix of domain expertise, business acumen and forward thinking to this role and help shape the future. Your day to day responsibilities will include:
  • Building a thoughtful GTM strategy for our ITSM & ESM business by working with Sales and Solution Engineering leadership across all geographies.
  • Drive Strategic Initiatives globally to ensure that GTM teams are aligned on revenue objectives for Freshservice.
  • Have a strong understanding of ITSM/ITAM/ITOM market trends across multiple verticals, have a grasp on key challenges that IT organizations face today. Communicate these effectively to various stakeholders within Freshworks.
  • Work closely with Freshworks' customer/prospect base to understand key value drivers that our customers expect.
  • Be a champion for win/loss initiatives across Freshworks. Collate win/loss data across global teams and derive actionable insights.
  • Work closely with the Product organization to deliver key market insights and direction based on customer/prospect and win-loss insights.
  • Align with the Freshservice product business unit on vision, revenue goals & OKRs.
  • Participate in Top of the Funnel initiatives such as marketing webinars, speaking engagements etc.
  • Drive "Global Excellence Initiatives" in the middle of the funnel execution from Discovery through Validation.
  • Participate in deals (big and small; large MRR and Strategic logos) and provide technical/domain leadership.
  • Embody the "Leaders eat last" mindset. Build a culture grounded in humility and empathy.

What does the ideal candidate look like?
  • The ideal candidate has experience in selling ITSM/ITAM/ITOM Solutions or other related domains. You have either held a similar role in a presales organization or have been a Director Level practitioner in IT organizations.
  • We're looking for someone who can lead and inspire. The ability to influence is key; while you will not have direct reports, you will create strategies that 100s will need to follow. You lead by example, not by authority.
  • You are a technologist at heart and love playing a role in shaping product roadmap. You are the biggest champion that our customers have within Freshworks. You have prior experience working with product organizations, identifying product gaps, prioritizing feature asks and driving roadmap outcomes.
  • You are a keen strategist who can create and deliver strategic recommendations to our Global SE leader, Chief Revenue Officer & Chief Product Officer. You thrive in front of executives and provide authentic insights.
  • You are a practitioner of what you preach and believe in the art of selling value, telling stories in demonstrations and painting a vision for the future.
  • 12+ years of Presales, Consulting or IT experience in ITSM software technologies. ITIL certification is preferred but not required.
  • Exceptional soft skills and ability to influence within the organization.
  • A Bachelors or a Masters degree is nice to have, but not required.
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Technology we use

  • Product
  • Sales & Marketing
    • ConfluenceManagement
    • JIRAManagement
    • FreshdeskManagement
    • FreshserviceManagement
    • Freshsales CRMManagement
    • FreshmarketerManagement
    • FreshchatManagement
    • FreshcallerManagement
    • FreshsuccessManagement
    • FreshteamManagement
    • FreshconnectManagement
    • FreshreleaseManagement
    • FreshpingManagement
    • FreshstatusManagement
    • Freshsales CRMCRM
    • FreshmarketerEmail
    • FreshmarketerLead Gen

Location

Our office has stunning views of the mountains and is one street away from the fun restaurants and coffee shops of Denver's iconic Larimer St.

An Insider's view of Freshworks

What’s the vibe like in the office?

One of the things I've loved most since starting at Freshworks is how much the team values company culture. Everyone in the office is working hard, celebrating successes, and all the while having a great time. Collaboration is also a big aspect of the sales team - everyone is quick to jump in to help!

LAUREN

Account Executive

What's the biggest problem your team is solving?

It is great being part of a team that is helping companies hit the refresh switch on business software. Freshworks is letting businesses know that their software doesn’t have to be clunky or expensive. Being able to help companies overcome these challenges is truly rewarding!

TAYLOR

Account Executive

What makes someone successful on your team?

You have to be a team player. We are all in each other's corners and the collaborative and interactive workspace is one that I have come to value greatly. You will be presented with ongoing opportunities to grow, learn, and step into leadership roles. The willingness to volunteer for these roles and step into new challenges is a valuable attribute.

JENNY

Solution Engineer

What are Freshworks Perks + Benefits

Freshworks Benefits Overview

Freshworks provides a comprehensive benefits plan, including health insurance, vision, dental, retirement, and unlimited time off (among a lot of other cool things too!)

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Freshworks Women 360 is an employee group aimed at community service, professional development, and career growth.
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Classpass and a fitness/reading stipend
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
The 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Freshworks has a lucrative sales commission program as well as a performance bonus for other functions, which are dependent on individual and company performance.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Freshworks offers pre-tax commuter benefits for all employees.
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

Since working from home in mid March, we have added additional benefits to ensure our employees are fully supported, mentally and physically!
- One time WFH accessories stipend
- Monthly internet allowance
- Classpass membership offering
- 6-month long free DashPass subscription
- Reading & fitness stipend

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