Principal - Solution Engineering
Freshworks
Chennai, , IndiaPosted 1 month ago
Skill Required
EngineeringITILServiceNowsecuritybuildingJiraGoAIFulltime
Key highlights
- Commercially aligned role measured on partner-sourced ARR
- Based in or able to work from Chennai
- Focus on Employee Experience and Freshservice
- Collaborative role with Business Development, Partner Managers, Sales, and more
- Diverse and inclusive work environment
- Trusted by nearly 75,000 companies globally
Role overview
Organizations struggle with complex and costly software solutions that often hinder rather than help their operations. Freshworks offers a people-first approach to AI-driven service software, enabling businesses to reduce complexity, lower costs, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Trusted by nearly 75,000 companies, Freshworks powers Employee Experience (EX) and Customer Experience (CX) operations. As a GSI Solution Architect, you will drive technical and solution leadership within the Global Systems Integrator ecosystem, focusing on Employee Experience and Freshservice. This commercially aligned role involves shaping business opportunities, enabling partners, and ensuring technical credibility, with a focus on partner-sourced ARR.
Responsibilities
- 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 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.
Nice to have
- Experience with Freshservice, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine, or similar ITSM/ESM platforms.
- Experience supporting partner-sourced or partner-influenced revenue motions, or GSI-led transformation programmes.
- Experience working with Indian or global GSI partners.
- Familiarity with ITIL, workflow automation, and internal service operations.
- Ability to build business cases, value propositions, and repeatable go-to-market plays.
- Experience supporting migrations from legacy ITSM platforms.
Benefits
- An environment that enables everyone to find their true potential, purpose, and passion.
- Commitment to diversity, equity, and inclusion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.
Additional details
- This is a commercially aligned role — you will be measured on partner-sourced ARR — but it is not a pure sales role. Solution leadership, partner enablement, and technical credibility are the core of the job.
- You will work day-to-day with two Business Development colleagues and our GSI Partner Managers, and partner closely with Sales, Solution Engineering, Product, and Professional Services.