Sr. Solution Architect (SA)

Freshworks
San Mateo
Workplace: HybridFull timeUSD 160,000 - 230,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 10+ yearsSkills: ["Problem-solving","Presentation","Stakeholder management","Mentoring","Negotiation"]

Serve as a senior technical SME within Professional Services, partnering across Sales, Presales, Delivery, Support, Product/Engineering, and Customer Success. Lead the Americas technical team with consulting best practices, technical risk management, and solution delivery through Sales, Delivery, and Expansion. Translate business outcomes into scalable designs, create architecture diagrams and documentation, configure and deploy Freshworks solutions, and advise on AI/automation, integrations, governance, and adoption.

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Freshworks
Freshworks
21 hours ago

Sr. Solution Architect (SA)

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Job Summary

Serve as a senior technical SME within Professional Services, partnering across Sales, Presales, Delivery, Support, Product/Engineering, and Customer Success. Lead the Americas technical team with consulting best practices, technical risk management, and solution delivery through Sales, Delivery, and Expansion. Translate business outcomes into scalable designs, create architecture diagrams and documentation, configure and deploy Freshworks solutions, and advise on AI/automation, integrations, governance, and adoption.
Location: San Mateo
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Act as the senior technical leader for the Americas Professional Services team and primary escalation contact for major initiatives and engagements.
  • •Partner with Sales and Presales to understand prospect 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 delivery, including architecture diagrams, process/data-flow diagrams, and actionable design decisions.
  • •Configure, customize, and deploy Freshworks products (workflows, automation, integrations, and reporting) and support issue resolution with Product/Engineering.
  • •Lead solutioning for AI and automation opportunities, including advising on data readiness, governance, security, accuracy, adoption, and operational ownership; also design and integrate third-party integrations.

Pay and Benefits

Salary: USD 160,000 - 230,000 annually
Perks:DentalHealth InsuranceVisionMedicalPaid LeaveParental LeaveCommuter BenefitsWellness Stipend

Key Requirements

  • •10+ years of professional experience in ITSM, ESM, ITOM, and ITAM.
  • •7+ years of professional services experience in the software industry within SaaS platforms.
  • •Experience in Solution Architect or Domain Architect roles in ITIL-oriented/ITSM systems is advantageous.
  • •Strong ability to create architecture diagrams and detailed technical/design documentation.
  • •Proficiency designing REST API-based integrations, including configuring and deploying customer solutions.
Experience:10+ yearsITSMESMITOMITAMSaaSITIL
Skills:Problem-solvingPresentationStakeholder managementMentoringNegotiation
Certifications:ITIL
Languages:English
Tech Stack:AIAutomationAgentic capabilitiesREST APIIntegrationsWorkflowsReportingData-flow diagramsArchitecture diagramsCloud stackJavaScriptNodeJS

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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