Sr. Solution Architect (SA)

Freshworks
Boston
Workplace: HybridFull timeUSD 115,700 - 166,400 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 10+ yearsSkills: ["Problem-solving","Listening","Presentation","Negotiation","Objection handling"]

Lead Freshworks Professional Services’ Americas technical strategy as a senior SME across the customer lifecycle. Partner with Sales, Presales, Solution Engineering, Product/Engineering, Support, and Customer Success to scope opportunities, translate business outcomes into scalable solution designs, and guide delivery teams with actionable architecture. Own technical escalation, champion product adoption, design integrations, and enable AI/automation solutions with strong governance, security, and documentation.

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Freshworks
Freshworks
20 hours ago

Sr. Solution Architect (SA)

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead Freshworks Professional Services’ Americas technical strategy as a senior SME across the customer lifecycle. Partner with Sales, Presales, Solution Engineering, Product/Engineering, Support, and Customer Success to scope opportunities, translate business outcomes into scalable solution designs, and guide delivery teams with actionable architecture. Own technical escalation, champion product adoption, design integrations, and enable AI/automation solutions with strong governance, security, and documentation.
Location: Boston
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Act as the senior technical leader in the Americas FPS team.
  • •Partner with Sales and Presales to understand prospect pain points and devise implementation approaches using FPS best practices.
  • •Translate sales-cycle solution concepts into detailed design information for delivery and implementation teams.
  • •Serve as the primary technical escalation contact for major Americas initiatives and coordinate with stakeholders.
  • •Design and deploy solutions including workflows, automation, integrations, reporting, documentation, and AI/automation solutioning guidance.

Pay and Benefits

Salary: USD 115,700 - 166,400 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionDisability InsuranceLife InsurancePaid LeaveFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental Leave

Key Requirements

  • •10+ years of professional experience in ITSM, ESM, ITOM, and ITAM.
  • •7+ years of Professional Services experience in software for SaaS platforms.
  • •Experience guiding organization change management (OCM) to improve technology adoption (highly desirable).
  • •5+ years managing technical risks with internal and external leaders at the highest levels.
  • •Proficiency creating architecture diagrams, process maps, data-flow diagrams, and clear design documentation.
Experience:10+ yearsITSMESMITOMITAMProfessional ServicesSaaSITIL
Skills:Problem-solvingListeningPresentationNegotiationObjection handling
Certifications:ITIL Certification
Languages:English (US)
Tech Stack:REST APIJavascriptNodeJSITILSaaSCloud StackERPHRMSIDAM

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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