Principal - Solution Engineering
Freshworks14 hours ago
Bengaluru, IndiaStaff+
Responsibilities
- Identify and shape Freshservice opportunities with GSI partners and support discovery with partner teams and end customers.
- Build solution narratives covering ITSM modernization, employee self-service, workflow automation, knowledge management, legacy ITSM migration, and 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 opportunities.
- 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.
- Ability to work commercially toward partner-sourced ARR and manage stakeholders across partner, sales, product, and technical teams.
- Preferred experience with Freshservice, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine, or similar ITSM/ESM platforms.
- Preferred familiarity with ITIL, workflow automation, internal service operations, business cases, value propositions, repeatable go-to-market plays, and legacy ITSM migrations.
- Excellent communication and presentation skills.
Benefits
- Equal-opportunity workplace welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.
- Compensation listed as INR 0 - INR 0 yearly.
Categories
Solutions Engineering
About Freshworks
Freshworks Inc. (NASDAQ: FRSH) is the AI-powered, unified service operations platform that is fast to deploy, intuitive to use, and enables every employee to be more productive. We give agile enterprises the depth they need to operate at scale, without the operational drag of legacy platforms. Domain-specific AI built for IT, HR, finance and every business team on a decade of real service context. Trusted by Seagate, New Balance, Nucor Corp, Sony Music Entertainment, McLaren Racing, and agile enterprises everywhere.