Senior Demo Engineer

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do
this by taking a fresh approach to building and delivering software that is affordable, quick to
implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has
a global team operating from 13 global locations to serve more than 65,000 companies -- from
startups to public companies – that rely on Freshworks software-as-a-service to enable a better
customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer
support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT
service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared
services.

The Role

As a Demo Engineer, you are the technical powerhouse and product storyteller of our sales team. You will be instrumental in achieving our revenue goals by providing exceptional technical and product expertise to our prospective customers. You will be responsible for understanding a prospect's business challenges and delivering compelling, customized product demonstrations that clearly articulate the value and ROI of our solution.

This is a critical role that bridges the gap between our sales team and our product, requiring a unique blend of technical acumen, business sense, and outstanding communication skills.

Key Responsibilities:

• Collaborate with Account Executives: Work alongside the sales team to strategize on account pursuits, understand customer needs, and prepare for prospect meetings.
• Lead Technical Discovery: Engage with prospects to uncover their technical and business requirements, identifying key pain points and opportunities where our platform can provide value.
• Deliver World-Class Demonstrations: Design and deliver engaging, value-driven product demonstrations to audiences ranging from technical staff to C-level executives.
• Build Custom Demo Environments: Configure and customize the demo environment with prospect-specific data and workflows to create a personalized and impactful experience.
• Act as the Product Expert: Serve as the primary technical point of contact for prospects, answering in-depth questions about product features, architecture, security, and integrations.
• Handle Technical Objections: Expertly address and overcome technical objections from prospects throughout the sales cycle.
• Support RFPs/RFIs: Provide detailed and accurate written responses for the technical components of RFPs (Request for Proposal) and RFIs (Request for Information).
• Be the Voice of the Customer: Act as a key liaison between the field and our Product/Engineering teams, channeling customer feedback to help shape the future of our product roadmap.
• Stay Ahead of the Curve: Continuously learn and maintain expert-level knowledge of our product, the competitive landscape, and industry trends.

What We're Looking For:

• Required Qualifications:

  • 3-6 years of experience in a pre-sales, sales engineering, solutions consulting, or a similar customer-facing technical role, preferably within a B2B SaaS company.
  • Proven ability to understand complex business problems and map them to technical solutions.
  • Exceptional presentation and communication skills, with the ability to tell a compelling story and articulate technical concepts clearly to both technical and non-technical audiences.
  • A natural curiosity and a passion for technology and problem-solving.
  • Ability to manage multiple projects simultaneously in a fast-paced environment.
  • Self-motivated, proactive, and able to work effectively in a collaborative team setting.

• Preferred Qualifications (Nice to Have):

  • Experience with scripting languages (e.g., Python, JavaScript) for demo customization.
  • Hands-on experience with REST APIs, webhooks, and common integration patterns.
  • Familiarity with cloud platforms (AWS, Azure, GCP) and modern enterprise IT architecture.
  • Experience working with global customers across different time zones and cultures.
  • Knowledge of the [Your Industry Vertical] industry.

Skills Inventory: Demo Engineer

I. Technical Acumen

• Product Knowledge: Demonstrates a deep understanding of the platform’s features, use cases, and limitations.
• Demo Environment Management: Shows the ability to set up, customize, and troubleshoot the standard demo environment.
• Scripting & Customization: Possesses the ability to write light scripts (e.g., using Python or JavaScript) to tailor demos or showcase integrations.
• API & Integrations: Can clearly explain and demonstrate how our APIs (e.g., REST) work and connect with other third-party systems.
• Cloud & Infrastructure Literacy: Understands basic concepts of cloud hosting (AWS/Azure/GCP), security principles, and data residency.
• Database Fundamentals: Has the ability to use basic queries (e.g., SQL) to manipulate data within the demo environment to make it relevant for prospects.

II. Sales & Business Acumen

• Discovery & Qualification: Asks insightful questions to effectively uncover prospect pain points, budget, authority, and timelines.
• Value-Based Storytelling: Consistently connects product features back to a specific business value or ROI for the prospect.
• Objection Handling: Effectively addresses and reframes technical and business-related objections from prospective customers.
• Competitive Analysis: Understands key competitors in the market and can clearly articulate our unique differentiators.
• Needs Analysis: Demonstrates the ability to accurately map complex customer requirements to the platform's capabilities.

III. Communication Skills

• Presentation & Demonstration Delivery: Presents with confidence, clarity, and energy, while effectively pacing the demo to engage the audience.
• Active Listening: Genuinely listens to the prospect's needs and challenges before formulating a response.
• Explaining Complex Concepts Simply: Can distill highly technical topics into simple, digestible terms for non-technical stakeholders.
• Written Communication: Writes clear, concise, and professional emails, RFP responses, and follow-up documentation.
• Internal Collaboration: Works effectively and builds strong relationships with Account Executives, Product, Marketing, and Engineering teams.

IV. Personal Attributes

• Problem-Solving: Thinks on their feet to creatively solve unexpected issues or questions during live demonstrations.
• Curiosity: Shows a strong and genuine desire to learn about the customer's business, our product, and new technologies.
• Composure Under Pressure: Stays calm and professional when facing tough questions or technical difficulties.
• Proactiveness / Self-Starter: Manages their own schedule and workload effectively without needing constant supervision.
• Customer Empathy: Genuinely seeks to understand and is driven to solve the customer's core problems.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.