Responsibilities

• Own the technical narrative for AI across Freshservice —how our agents work, how they're grounded in the right context, how quality is measured, and why our architectural choices matter.
• Author technical content that holds up under scrutiny: architecture explainers, deep-dive blogs, whitepapers, model and evaluation narratives, and integration guides for platform teams.
• Enable the technical field. Build the material that Solution Engineers, Solution Architects, and Customer Success need to win technical evaluations, POCs, and security or architecture reviews.
• Support customer and prospect conversations directly when technical depth is the deciding factor, such as evaluations, advisory boards, analyst briefings, and customer interviews.
• Partner with Product Management and Engineering across the lifecycle, translating technical decisions into customer value and carrying technical buyer feedback back into the roadmap.
• Represent Freshworks externally at webinars, industry events, and in bylined technical writing.
• Track the AI landscape, including models, agent frameworks, emerging protocols, competitive moves as well as how these trends will impact ITSM use cases.
• What You'll Do:

Requirements

• 5+ years in product marketing, technical marketing, solutions engineering, or another technical customer-facing role in B2B SaaS
• Real fluency in modern AI systems: agent frameworks and orchestration, tool-calling and MCP, retrieval and grounding, evaluation and quality measurement, fine-tuning, and the practical trade-offs among cost, latency, and accuracy
• Comfort working hands-on in product and demo environments. You configure the workflows, run the prompts, and probe the edges yourself rather than waiting for a briefing. You don't need to be the person who builds the environment
• A bias toward investigating. When you don't understand how something works, your first move is to go try it. Published writing, talks, repos, or shipped side projects tell us more than a slide library
• Proven ability to write clearly and specifically for technical readers without hiding behind abstraction
• Credibility with engineers. You can sit in an architecture review, follow it, and ask the question that changes the answer
• A point of view. You arrive at discussions with a take, not a status update
• Excellent written and verbal communication skills

Preferred

• Experience marketing ITSM, IT Operations, DevOps, observability, cloud, cybersecurity, or enterprise infrastructure products
• Familiarity with enterprise AI adoption patterns and the governance, security, and data-residency questions that gate it
• Experience marketing to IT administrators, platform teams, and enterprise technology evaluators
• Hands-on experience with agent development, evaluation frameworks, or automation and workflow platforms
• A public footprint (e.g., writing, talks, demos, or repos) that shows how you think

Benefits

• Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level.
• Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered.
• Freshworks offers multiple options for dental, medical, vision, disability and life insurances.
• Freshworks also offers adoption and parental leave benefits.