Lead - Solution Engineer

Role Description

We are seeking a highly skilled and experienced Lead Solution Engineer to act as a senior technical expert and mentor within our Field Sales support team. In this role, you will be instrumental in tackling complex customer challenges, designing innovative solutions, and delivering compelling demonstrations of the Freshworks platform. As a technical pillar for the team, you will guide and support other Solution Engineers, champion best practices, and partner closely with sales management to drive revenue growth by ensuring technical success across mid-market and enterprise customer engagements.

Key Responsibilities:

• Technical Leadership & Mentorship:
• Serve as a senior technical resource and subject matter expert for the Solution Engineering team and broader sales organization.
• Mentor, coach, and guide other Solution Engineers on technical best practices, solution design, and demonstration skills.
• Lead by example in complex deal support, setting a high bar for technical excellence.
• Advanced Pre-Sales Engagement:
• Work closely with our mid-market & enterprise customers to deeply understand their critical business problems and technical requirements.
• Lead and conduct advanced discovery calls, architect sophisticated solutions, and deliver compelling, tailored product demonstrations and Proofs of Concept (POCs) for strategic and complex deals.
• Expertly handle complex technical inquiries and objections from customers.
• Solution Design & Delivery:
• Drive user requirement gathering, in-depth analysis, and scope definition for complex projects.
• Oversee and contribute to the creation of high-quality pre-sales documentation, including technical proposals, SoWs, wireframes, and RFP/RFI responses, ensuring technical accuracy and alignment with customer needs.
• Internally qualify sales opportunities from a technical feasibility and solution-fit perspective, identifying potential risks and mitigation strategies.
• Collaboration & Strategy:
• Partner with sales management, providing expert advice on the effective use and deployment of technical resources for key opportunities.
• Maintain close alignment and foster strong working relationships with Sales, Product Management, Engineering, Customer Support, and Implementation teams to ensure seamless customer experiences and provide valuable field feedback.
• Contribute to the continuous improvement of pre-sales processes, tools, and knowledge sharing.

Qualifications

• Malaysian National
• Native speaker in Malay and Mandarin
• 5-7 years of work experience, with a minimum of 3 years in a dedicated Solution Engineering / Pre-Sales role, preferably with some experience in a lead or mentorship capacity.
• Significant hands-on experience in technology sales/pre-sales with a demonstrated deep aptitude for technology at both business and technical levels.
• Proven ability to design, develop, and deliver compelling technical demonstrations and Proofs of Concept (POCs).
• Extensive expertise supporting mid-market and enterprise customers, understanding their unique challenges and creating effective service/support strategies.
• Strong organizational, analytical, and problem-solving skills, with the ability to manage complex technical engagements.
• Outstanding interpersonal skills, with a proven record of successfully building collaboration with both technical and non-technical stakeholders.
• Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts clearly and persuasively.
• Successful track record of working and influencing within matrixed organizations.
• Deep understanding of SaaS business models, enterprise software, and specific domains like Customer Support (CX), or ITSM is highly desirable.
• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent practical experience.
• Experience with the Freshworks product suite is a strong advantage.