Solution Architect

Freshworks
Chennai
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 10+ yearsSkills: ["Problem-solving","Communication","Presentation","Negotiation","Stakeholder management","Handling ambiguity","Objection handling"]

Serve as a senior technical SME within Professional Services, partnering with Sales, Delivery, and Expansion across the customer lifecycle. Translate business outcomes into scalable Freshworks solutions, from requirements gathering and solution design to detailed architecture and technical implementation. Create integration designs, documentation, and diagrams, advise on AI/automation readiness and governance, and resolve technical issues with Product and Engineering while supporting enablement and adoption.

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FursaFursa
Freshworks
Freshworks
12 hours ago

Solution Architect

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Serve as a senior technical SME within Professional Services, partnering with Sales, Delivery, and Expansion across the customer lifecycle. Translate business outcomes into scalable Freshworks solutions, from requirements gathering and solution design to detailed architecture and technical implementation. Create integration designs, documentation, and diagrams, advise on AI/automation readiness and governance, and resolve technical issues with Product and Engineering while supporting enablement and adoption.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Partner with Presales and customer leadership to understand pain points and devise best-fit implementation approaches aligned with industry and FPS best practices.
  • •Translate sales-cycle high-level solutions into detailed designs for customer objectives and enable Delivery teams to implement.
  • •Configure, customize, and deploy Freshworks products, including workflows, automation, integrations, and reporting.
  • •Design and integrate Freshworks products with third-party systems to streamline integrations and facilitate data flow.
  • •Advise on AI/automation solutioning (readiness, governance, security, accuracy, adoption, operational ownership) and liaise with Product/Engineering to resolve technical issues.

Key Requirements

  • •10+ years of professional experience in ITSM, ESM, ITOM, and ITAM.
  • •7+ years of Professional Services experience in software industry SaaS platforms.
  • •Strong technical background with custom script development and presales experience.
  • •Proficiency creating architecture diagrams and clear technical/design documentation (process maps, data-flow diagrams).
  • •Excellent listening and presentation skills with the ability to handle ambiguity, objections, and communicate tradeoffs to executives and teams.
Experience:10+ yearsSaaSITSMITOMITAMESMPresales
Skills:Problem-solvingCommunicationPresentationNegotiationStakeholder managementHandling ambiguityObjection handling
Certifications:ITIL Certification
Languages:English
Tech Stack:SaaSCloud StackREST APIsJavascriptNodeJSAIAutomationAgentic capabilitiesArchitecture diagramsProcess mapsData-flow diagrams

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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