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Salary: USD 150,000 - 180,000 / annual
Freshworks is seeking a Technical Product Marketing Manager to establish and own the technical narrative around AI-powered IT service management, specifically Freshservice AI. This role bridges the gap between highly technical product capabilities and enterprise buyer sophistication—prospects are now asking detailed questions about model quality, agent coordination, MCP, tool-calling, retrieval grounding, inference economics, and the boundary between automation and autonomy. Marketing that cannot engage at this technical depth loses credibility.
You will author the content that withstands technical scrutiny: architecture explainers, deep-dive blogs, whitepapers, model evaluation narratives, and integration guides. You'll get hands-on with the product itself—running workflows, testing configurations, and forming independent views before writing about them. Your work will enable Solution Engineers, Solution Architects, and Customer Success teams to win technical evaluations, POCs, and security/architecture reviews.
Key responsibilities include:
- Owning the technical narrative for Freshservice AI: how agents work, how they're grounded in context, quality measurement, and why architectural choices matter
- Authoring technical content (architecture explainers, blogs, whitepapers, integration guides) that holds up under expert scrutiny
- Enabling the technical field with materials for Solution Engineers, Architects, and Customer Success in evaluations and reviews
- Supporting customer and prospect conversations directly during evaluations, advisory boards, analyst briefings, and interviews
- Partnering with Product Management and Engineering to translate technical decisions into customer value and feed technical feedback into the roadmap
- Representing Freshworks at webinars, industry events, and through bylined technical writing
- Tracking the AI landscape: models, agent frameworks, emerging protocols, competitive moves, and ITSM-specific implications
The role is hybrid, based in the Downtown Boston office with required in-office presence three days per week (Tuesday–Thursday).
REQUIREMENTS:
- 5+ years in product marketing, technical marketing, solutions engineering, or similar technical customer-facing roles 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 practical trade-offs among cost, latency, and accuracy
- Comfort working hands-on in product and demo environments; you configure workflows, run prompts, and probe edges yourself rather than waiting for briefings
- Bias toward investigation: when you don't understand something, your first move is to try it; published writing, talks, repos, or shipped side projects demonstrate this better than slide decks
- Proven ability to write clearly and specifically for technical readers without hiding behind abstraction
- Credibility with engineers; you can follow architecture reviews 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
NICE TO HAVE:
- Experience marketing ITSM, IT Operations, DevOps, observability, cloud, cybersecurity, or enterprise infrastructure products
- Familiarity with enterprise AI adoption patterns and governance, security, and data-residency questions that gate adoption
- Experience marketing to IT administrators, platform teams, and enterprise technology evaluators
- Hands-on experience with agent development, evaluation frameworks, or automation and workflow platforms
- Public footprint (writing, talks, demos, repos) that shows how you think
