Technical Product Marketing Manager, AI

Freshworks•San Mateo, CA

1d•$161,000 - $200,000•Hybrid

About The Position

Freshworks is looking for a Technical Product Marketing Manager to bring the next generation of AI-powered IT service management to market. The conversation around enterprise AI has gotten technical. Buyers and prospects are asking about model quality and evaluation, agent-to-agent coordination, MCP and tool-calling, retrieval and data grounding, inference economics, and where automation ends and autonomy begins. Marketing that can't engage at that level gets discounted. You'll be the technical voice of Freshservice AI by authoring the content that stands up to scrutiny and making sure our external narrative matches what the product genuinely does. While you won't be asked to build or maintain demo infrastructure, you will be expected to get into the product yourself, run the workflows, and form your own view before you write about them.

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

Nice To Haves

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 show how you think

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.