Principal - Solution Engineering
Freshworks9 hours ago
Chennai, IndiaStaff+
Responsibilities
- Identify and shape Freshservice opportunities with GSI partners around employee service transformation.
- Support discovery with partner teams and end customers and translate service challenges into structured solution opportunities.
- Build solution narratives for ITSM modernization, employee self-service, workflow automation, knowledge management, and legacy ITSM migration.
- Identify opportunities to expand EX and ITSM footprints into broader Enterprise Service Management.
- Position AI use cases including self-service, ticket deflection, agent assist, knowledge discovery, and automation.
- Equip Business Development colleagues with messaging, discovery questions, and qualification guides and join calls requiring solution credibility.
- Deliver enablement sessions for GSI sales, consulting, architecture, and delivery teams and support certification readiness.
- Create reusable demo flows, reference architectures, discovery guides, and partner playbooks.
- Support partner account planning and improve the quality and conversion of partner-sourced pipeline.
Requirements
- Experience in solution architecture, presales, consulting, or partner solution engineering.
- Strong understanding of Employee Experience, ITSM, ESM, service desk modernization, and internal service delivery.
- Experience working with GSIs, systems integrators, consulting firms, or partner-led business models.
- Ability to develop EX, ESM, and AI solution narratives for new business and expansion motions.
- Understanding of AI use cases in service management, including self-service, agent assist, automation, knowledge, and ticket deflection.
- Experience creating demos, discovery guides, enablement content, and reference architectures.
- Comfort working in a role commercially aligned to partner-sourced ARR.
- Strong stakeholder management, communication, and presentation skills across partner, sales, product, and technical teams.
- Based in or able to work from Chennai.
- Preferred experience with Freshservice, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine, or similar ITSM/ESM platforms.
- Preferred experience with partner-sourced or partner-influenced revenue motions, GSI-led transformation programs, Indian or global GSI partners, ITIL, workflow automation, internal service operations, business cases, value propositions, repeatable go-to-market plays, or legacy ITSM migrations.
Benefits
- The posting describes an inclusive equal-opportunity workplace committed to employee potential, purpose, passion, and diversity.
- The role is based in or requires the ability to work from Chennai.
- Listed compensation is INR 0 - INR 0 yearly.
Categories
Solutions Engineering
About Freshworks
Freshworks builds cloud-based customer and employee service software for IT, support, and business teams, including Freshdesk, Freshservice, and AI assistants (Freddy). It sells via subscription to organizations from SMBs to enterprises; notable customers include Sony Music Entertainment, New Balance, and Seagate. Founded in 2010 and headquartered in San Mateo, California, Freshworks is publicly traded on Nasdaq under the ticker FRSH.