Senior Solution Architect, Professional Services

Freshworks
Boston
Workplace: HybridFull timeUSD 115,700 - 166,400 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Trusted advisory","Executive communication","Mentoring","Leadership","Organizational change support"]

Lead discovery and solution architecture engagements for enterprise customers, translating business objectives into scalable SaaS, cloud, and integration designs. Serve as a trusted advisor to CIOs, CTOs, and technical leaders across the lifecycle—implementation, adoption, optimization, and expansion—while guiding organizational change and escalations. Partner with Sales, Solution Engineering, and Professional Services leadership in the Americas, mentor architects/consultants, and help establish best practices and documentation to support successful delivery.

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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

Lead discovery and solution architecture engagements for enterprise customers, translating business objectives into scalable SaaS, cloud, and integration designs. Serve as a trusted advisor to CIOs, CTOs, and technical leaders across the lifecycle—implementation, adoption, optimization, and expansion—while guiding organizational change and escalations. Partner with Sales, Solution Engineering, and Professional Services leadership in the Americas, mentor architects/consultants, and help establish best practices and documentation to support successful delivery.
Location: Boston
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 senior technical stakeholders, connecting technology decisions to business outcomes.
  • •Lead solution architecture engagements, translating customer objectives into scalable technical designs and implementation strategies.
  • •Guide customers through organizational change for technology adoption, process transformation, stakeholder alignment, governance, and ways of working.
  • •Provide technical and consulting leadership during implementation, addressing architecture decisions, delivery risks, and customer escalations.
  • •Partner with Sales and Solution Engineering to scope opportunities accurately, create architecture/implementation documentation, and identify optimization and expansion opportunities.
Travel: Medium travel

Pay and Benefits

Salary: USD 115,700 - 166,400 annually
Equity and Bonus:Equity
Perks:DentalHealth InsuranceVisionDisability InsuranceLife InsuranceEquityPaid 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, 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 and architects and managing complex customer portfolios.
  • •ITIL certification or demonstrated ITIL/service-management expertise preferred.
Experience:Enterprise SaaSProfessional ServicesTechnology consultingITSMITIL
Skills:Trusted advisoryExecutive communicationMentoringLeadershipOrganizational change support
Certifications:ITIL
Languages:English (US)
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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