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Salary: USD 160,000 - 200,000 / annual
Freshworks is seeking a Technical Product Marketing Manager to lead the market narrative for AI-powered IT service management. This role sits at the intersection of product, engineering, and go-to-market strategy, requiring someone who can translate complex AI architecture and capabilities into compelling narratives for technical buyers and evaluators.
You will own the technical narrative for Freshservice AI, authoring content that addresses sophisticated buyer questions about model quality, agent coordination, tool-calling, retrieval and grounding, inference economics, and the boundary between automation and autonomy. Your work will include architecture explainers, deep-dive technical blogs, whitepapers, model evaluation narratives, and integration guides.
Key responsibilities include enabling the technical field by creating materials that Solution Engineers, Solution Architects, and Customer Success teams use to win technical evaluations and POCs; supporting customer and prospect conversations directly during evaluations, advisory boards, and analyst briefings; partnering with Product Management and Engineering to translate technical decisions into customer value; representing Freshworks at webinars and industry events; and staying current with the AI landscape, including emerging models, agent frameworks, competitive moves, and their impact on ITSM use cases.
This is a hands-on role. You will work directly in the product and demo environments, configuring workflows, running prompts, and testing edge cases yourself rather than relying on secondhand briefings. You won't build or maintain demo infrastructure, but you must develop a genuine understanding of how the product works before writing about it.
The role is hybrid, based in San Mateo, CA, with an in-office presence required three days per week (Tuesday–Thursday).
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 practical trade-offs among cost, latency, and accuracy
- Comfort working hands-on in product and demo environments; ability to configure workflows, run prompts, and probe edges independently
- Investigative mindset: when you don't understand something, your instinct is to try it yourself; published writing, talks, repos, or shipped side projects valued over slide decks
- Proven ability to write clearly and specifically for technical readers without resorting to abstraction
- Credibility with engineers; ability to follow and contribute meaningfully to architecture reviews
- 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 considerations
- 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) demonstrating your thinking
