Senior Solution Architect, Professional Services

Freshworks
San Mateo
Workplace: HybridFull timeUSD 160,000 - 230,000 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Executive communication","Stakeholder management","Mentoring","Consultative advising","Organizational change enablement"]

Serve as a trusted advisor to CIOs, CTOs, and senior technical stakeholders across the customer lifecycle—leading discovery, solution architecture, and implementation strategies that enable adoption, optimization, and expansion. Drive organizational change (process transformation, governance, stakeholder alignment) while providing technical and consulting leadership for complex delivery risks and escalations. Partner with Sales, Solution Engineering, Customer Success, Support, and Product/Engineering, and mentor architects and consultants.

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Freshworks
Freshworks
18 hours ago

Senior Solution Architect, Professional Services

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Last checked: 11 hours agoStatus: Live

Job Summary

Serve as a trusted advisor to CIOs, CTOs, and senior technical stakeholders across the customer lifecycle—leading discovery, solution architecture, and implementation strategies that enable adoption, optimization, and expansion. Drive organizational change (process transformation, governance, stakeholder alignment) while providing technical and consulting leadership for complex delivery risks and escalations. Partner with Sales, Solution Engineering, Customer Success, Support, and Product/Engineering, and mentor architects and consultants.
Location: San Mateo
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Serve as a trusted advisor to CIOs/CTOs and business executives, connecting technology decisions to business outcomes.
  • •Lead discovery and solution architecture engagements, translating objectives into scalable designs and implementation strategies.
  • •Guide customers through organizational change for technology adoption, including process transformation and stakeholder alignment.
  • •Provide technical and consulting leadership during implementation, addressing delivery risks and complex customer escalations.
  • •Create architecture diagrams and technical documentation (process flows, integration designs) to guide delivery teams, while advising on AI/automation deployment considerations and mentoring architects/consultants.
Travel: Medium travel

Pay and Benefits

Salary: USD 160,000 - 230,000 annually
Perks:DentalMedicalVisionDisabilityLife InsuranceEquityEsppPaid LeaveFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental Leave

Key Requirements

  • •Significant experience in Professional Services, technology consulting, solution architecture, or enterprise SaaS delivery.
  • •Strong knowledge of IT Service Management (ITSM) and/or Enterprise Service Management (ESM), including ITOM/ITAM and/or ITIL practices.
  • •Experience leading complex enterprise customer engagements from discovery and architecture through implementation and adoption.
  • •Professional Services leadership experience, including leading or mentoring consultants/architects and managing complex customer portfolios.
  • •Ability to advise C-suite executives and senior technical stakeholders on complex technology and transformation initiatives.
Experience:Professional servicesTechnology consultingEnterprise SaaSITSMESMCustomer engagementsEnterprise integrations
Skills:Executive communicationStakeholder managementMentoringConsultative advisingOrganizational change enablement
Certifications:ITIL
Languages:English
Tech Stack:IT Service Management (ITSM)Enterprise Service Management (ESM)ITOMITAMITILSaaSCloudEnterprise integrationsAPIsWorkflowsAutomationAIAgentic capabilities

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
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