Principal - Solution Engineering

Freshworks
Chennai
Workplace: OnsiteFull timeFunction: Communications, PR & CommunitySkills: ["Stakeholder management","Communication","Presentation","Solution narratives","Enablement"]

Shape and lead solution opportunities for Freshservice in the Employee Experience space with GSI partners. You’ll support partner-led discovery, translate service challenges into ITSM/ESM transformation narratives, and position practical AI use cases like self-service, agent assist, automation, knowledge, and ticket deflection. Working closely with Business Development and GSI Partner Managers, you’ll create scalable enablement assets and reference architectures while staying commercially aligned to partner-sourced ARR.

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Freshworks
Freshworks
5 days ago

Principal - Solution Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Shape and lead solution opportunities for Freshservice in the Employee Experience space with GSI partners. You’ll support partner-led discovery, translate service challenges into ITSM/ESM transformation narratives, and position practical AI use cases like self-service, agent assist, automation, knowledge, and ticket deflection. Working closely with Business Development and GSI Partner Managers, you’ll create scalable enablement assets and reference architectures while staying commercially aligned to partner-sourced ARR.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Work with GSI partners to identify and shape new Freshservice opportunities for employee service transformation.
  • •Support early discovery with partner teams 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 practical AI accelerators for service management, including self-service, ticket deflection, agent assist, knowledge discovery, and automation.
  • •Create reusable assets such as demo flows, reference architectures, discovery guides, and partner playbooks; deliver enablement sessions and support readiness/certification.

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.
  • •Experience creating demos, discovery guides, enablement content, and reference architectures.
Experience:ITSMESMService desk modernisationPartner-led business models
Skills:Stakeholder managementCommunicationPresentationSolution narrativesEnablement
Languages:English (US)
Tech Stack:FreshserviceServiceNowJira Service ManagementBMCIvantiManageEngineAIITILWorkflow automation

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