Solution Architect
Freshworks
Chennai, , IndiaPosted 2 months ago
Skill Required
Solution ArchitectEngineeringsecuritydesignITILAIFulltime
Key highlights
- 10+ years of experience in ITSM/ESM/ITOM/ITAM required.
- 7+ years of SaaS Professional Services experience required.
- 5+ years working with leadership required.
- SME role spanning Sales, Delivery, and Expansion phases.
- Focus on AI, automation, and enterprise-grade CX/IT solutions.
Role overview
Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. The company utilizes a people-first approach to AI to eliminate friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster support through enterprise-grade CX and IT solutions.
Responsibilities
- Act as a senior technical SME involved in Sales, Delivery, and Expansion phases of the customer lifecycle.
- Act as a trusted advisor to translate business outcome requirements into scalable solutions.
- Work with the Presales team to understand prospect pain points and devise implementation approaches.
- Translate high-level solution designs into detailed design information for implementation teams.
- Adjust or expand deployed capabilities based on customer needs and organizational changes.
- Act as a product leader in the region, instilling confidence in prospects and providing feedback to the product team.
- Collaborate with stakeholders to gather requirements, develop custom solutions, create architecture diagrams, and deliver presentations.
- Configure, customize, and deploy Freshworks products, including workflows, automation, integrations, and reporting.
- Identify opportunities for AI, automation, and agentic capabilities; advise customers on data readiness, governance, security, and adoption.
- Identify areas for process enhancement and operational efficiency.
- Provide training to customers’ support agents, administrators, and relevant teams.
- Liaise with Product and Engineering teams to troubleshoot and resolve technical challenges.
- Create and integrate Freshworks products with third-party systems to facilitate data flow.
- Develop and maintain comprehensive technical and architectural documentation.
- Stay updated on industry trends and Freshworks product updates.
Requirements
- 10+ years of professional experience in ITSM, ESM, ITOM, ITAM.
- Strong technical background with custom script development and presales experience.
- Ability to read complex situations with competing constraints to identify mutually beneficial solutions.
- Excellent listening and presentation skills.
- 5+ years working directly with functional and organizational leaders internally and externally.
- Proficient in handling ambiguity and objections.
- Skilled in negotiation and objection handling.
- Experience navigating difficult technical decisions and communicating tradeoffs to executives, architects, administrators, and delivery teams.
- 7+ years of Professional Services experience in the software industry in SaaS platforms.
- Proficient at creating architecture diagrams, process maps, data-flow diagrams, and clear design documentation.
- Extensive expertise in Enterprise landscapes across various domains (ERP, Accounting, HRMS, IDAM).
- Demonstrated experience in designing customer experience process flows.
- Strong understanding of the Cloud Stack and SaaS products.
- Proficiency in developing custom apps and REST API-based integrations.
Nice to have
- Experience with guiding customers in organization change management (OCM) to improve technology adoption.
- Previous roles in Solution Architect or Domain Architect within ITIL oriented / ITSM systems.
- Background in Javascript and NodeJS.
- ITIL Certification.
- Knowledge of Project Management principals.
Additional details
- The role is a critical internally and externally-facing position within Freshworks Professional Services (FPS).
- Success is defined as: opportunities accurately scoped, solutions technically feasible, delivery teams receiving clear designs, quick architecture decisions, proactive risk surfacing, and customer confidence.
- Freshworks fosters an environment welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities, and is committed to equal opportunity.