Opportunity brief
Freshworks is hiring for the role of Principal - Solution Engineering!
Responsibilities of the Candidate:
- Work with GSI partners to identify and shape new Freshservice opportunities linked to employee service transformation.
- Support early-stage discovery with partner teams and end customers, translating service challenges into structured solution opportunities.
- Build solution narratives across ITSM modernisation, employee self-service, workflow automation, knowledge management, and legacy ITSM migration.
- Identify where existing EX or ITSM footprints can expand into broader Enterprise Service Management — HR, Finance, Facilities, Legal, Procurement, Security, and Operations.
- Position AI as a practical accelerator: self-service, ticket deflection, agent assist, knowledge discovery, and automation.
- Equip our two Business Development colleagues with messaging, discovery questions, and qualification guides, and join calls where solution credibility is needed.
- Deliver enablement sessions for GSI sales, consulting, architecture, and delivery teams, and support their certification and readiness.
- Create reusable assets — demo flows, reference architectures, discovery guides, and partner playbooks — that scale beyond any single deal.
- Support partner account planning and contribute to 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 modernisation, and internal service delivery.
- Experience working with GSIs, systems integrators, consulting firms, or other partner-led business models.
- Ability to build EX, ESM, and AI solution narratives, and to support both new business and expansion motions.
- Understanding of AI use cases in service management — self-service, agent assist, automation, knowledge, and ticket deflection.
- Experience creating demos, discovery guides, enablement content, and reference architectures.
- Comfortable being commercially aligned to partner-sourced ARR.
- Strong stakeholder management across partner, sales, product, and technical teams, with excellent communication and presentation skills.
- Based in or able to work from Chennai.
https://www.ambitionbox.com/salaries/freshworks-salaries/solution-engineer