Principal - Solution Engineering

Freshworks
Chennai
Workplace: OnsiteFull timeFunction: Communications, PR & CommunitySkills: ["Stakeholder management","Communication","Presentation","Solution leadership","Partner enablement"]

Serve as a GSI Solution Architect focused on Employee Experience and Freshservice, shaping and progressing partner-sourced new business and expansion opportunities. Lead early discovery, translate employee service challenges into structured ITSM/ESM solution narratives, and position AI to accelerate self-service, ticket deflection, agent assist, and automation. Enable GSI partner sales and delivery teams with reusable assets, reference architectures, and enablement sessions.

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Freshworks
Freshworks
4 days ago

Principal - Solution Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Serve as a GSI Solution Architect focused on Employee Experience and Freshservice, shaping and progressing partner-sourced new business and expansion opportunities. Lead early discovery, translate employee service challenges into structured ITSM/ESM solution narratives, and position AI to accelerate self-service, ticket deflection, agent assist, and automation. Enable GSI partner sales and delivery teams with reusable assets, reference architectures, and enablement sessions.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Sr. Manager level

Key Responsibilities

  • •Work with GSI partners to identify and shape new Freshservice opportunities for employee service transformation.
  • •Support early-stage discovery with partners and end customers, translating service challenges into structured solution opportunities.
  • •Build solution narratives across ITSM modernisation, employee self-service, workflow automation, knowledge management, and legacy ITSM migration.
  • •Position AI as an accelerator for self-service, ticket deflection, agent assist, knowledge discovery, and automation.
  • •Deliver enablement sessions and create reusable assets (demo flows, reference architectures, discovery guides, partner playbooks) to scale partner-sourced pipeline quality and conversion.

Key Requirements

  • •Experience in solution architecture, presales, consulting, or partner solution engineering.
  • •Strong understanding of Employee Experience, ITSM, ESM, service desk modernisation, and internal service delivery.
  • •Experience working with GSIs, systems integrators, consulting firms, or other partner-led business models.
  • •Ability to build EX, ESM, and AI solution narratives for new business and expansion motions.
  • •Based in or able to work from Chennai.
Experience:Employee ExperienceITSMESMPartner-led business models
Skills:Stakeholder managementCommunicationPresentationSolution leadershipPartner enablement
Languages:English
Tech Stack:FreshserviceServiceNowJira Service ManagementBMCIvantiManageEngineITILWorkflow automationAI

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor