Principal - Solution Engineering

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About the role

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