Technical Product Marketing Manager, AI

Freshworks•San Mateo, CA

1d•$160,000 - $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, with buyers and prospects asking about model quality and evaluation, agent-to-agent coordination, MCP and tool-calling, retrieval and data grounding, inference economics, and the distinction between automation and autonomy. Marketing that cannot engage at this technical level will be disregarded. The role requires the individual to be the technical voice of Freshservice AI, authoring content that withstands scrutiny and ensuring the external narrative accurately reflects the product's capabilities. While not responsible for building or maintaining demo infrastructure, the role involves hands-on product interaction, running workflows, and forming independent views before creating content.

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, configuring workflows, running prompts, and probing edges independently.
A bias toward investigation; proactively exploring and understanding how things work.
Proven ability to write clearly and specifically for technical readers without relying on abstraction.
Credibility with engineers, capable of participating in and contributing to architecture reviews.
Ability to form and articulate a point of view.
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 associated 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.
A public footprint (e.g., writing, talks, demos, or repos) demonstrating thought leadership.

Responsibilities

Own the technical narrative for AI across Freshservice, explaining how agents work, how they are grounded in context, how quality is measured, and the significance of architectural choices.
Author technical content, including architecture explainers, deep-dive blogs, whitepapers, model and evaluation narratives, and integration guides for platform teams, that can withstand technical scrutiny.
Enable the technical field by creating materials for Solution Engineers, Solution Architects, and Customer Success teams to succeed in technical evaluations, POCs, and security or architecture reviews.
Directly support customer and prospect conversations when technical depth is critical, such as in evaluations, advisory boards, analyst briefings, and customer interviews.
Collaborate with Product Management and Engineering throughout the product lifecycle, translating technical decisions into customer value and relaying technical buyer feedback to the roadmap.
Represent Freshworks externally through webinars, industry events, and bylined technical writing.
Monitor the AI landscape, including models, agent frameworks, emerging protocols, and competitive actions, and assess their impact on ITSM use cases.