Principal - Solution Engineering
Freshworks10 hours ago
Bengaluru, IndiaStaff+
Responsibilities
- Identify and shape Freshservice opportunities with GSI partners and end customers.
- Translate employee service challenges into structured solution opportunities and narratives.
- Develop solutions across ITSM modernization, employee self-service, workflow automation, knowledge management, and legacy ITSM migration.
- Identify expansion opportunities from EX or 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.
- Deliver enablement and certification-readiness sessions for GSI sales, consulting, architecture, and delivery teams.
- 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 with GSIs, systems integrators, consulting firms, or partner-led business models.
- Ability to create EX, ESM, and AI solution narratives for new business and expansion opportunities.
- Experience with service-management AI use cases such as self-service, agent assist, automation, knowledge, and ticket deflection.
- Experience creating demos, discovery guides, enablement content, and reference architectures.
- Comfort with commercial alignment to partner-sourced ARR.
- Strong stakeholder management, communication, and presentation skills across partner, sales, product, and technical teams.
- 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
- Equal-opportunity workplace committed to an inclusive environment welcoming people of all backgrounds, genders, sexual orientations, religions, and ethnicities.
- Compensation is listed as 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.