Overview
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. We serve over 72,000 companies and have more than 4,500 employees worldwide.
We are seeking a Principal Solution Engineer to join our GTM team in North America, focused on our Enterprise business. If you're a strategic thinker, a confident communicator, and passionate about solving business problems with technology, we want to hear from you.
Your Role
Your Role as a Principal Solution Engineer:
- Partner with enterprise customers to understand strategic business challenges and recommend impactful solutions using the Freshworks platform.
- Lead discovery workshops, shape customer requirements, and influence deal strategy to drive technical wins.
- Deliver compelling and customized product demonstrations aligned to industry use cases, ROI models, and value storytelling.
- Collaborate with AEs, product teams, and solution architects to shape scalable, secure, and future-ready solutions.
- Contribute to competitive strategies, offer technical insights, and mentor junior team members.
- Translate complex customer needs into clear solution architectures, including integrations, APIs, and security considerations.
- Champion technical excellence and industry best practices through presentations, internal enablement, and customer engagements.
Qualifications
- 10+ years of experience in Solution Engineering, preferably in SaaS and enterprise software.
- Established playbook on using AI to present better, operationalize projects faster, and articulate value clearly.
- Understanding of LLMs and ability to guide customers, team members, and products on foundational AI principles.
- Strong understanding of ITSM/ESM domains; familiarity with platforms such as ServiceNow, Halo, Jira, or similar.
- Comfortable operating independently in high-stakes, complex enterprise scenarios; able to lead strategy, technical discovery, and deal execution without daily oversight.
- Deep knowledge of APIs, webhooks, integrations, and infrastructure components; able to propose and explain solutions without needing additional support.
- Coaching and mentoring peers; committed to team development and cross-functional collaboration.
- Adept at aligning customer needs with Freshworks' platform capabilities, identifying gaps, and driving innovation with internal teams.
- Confident and engaging communicator with experience influencing C-level stakeholders and diverse technical audiences.
- Strong time management skills; capable of owning multiple deals and workstreams concurrently.
- Experience leading complex solution design involving custom apps, third-party integrations, and platform architecture.
- Demonstrated leadership in internal initiatives or representing the company at industry events.
- Bachelor's degree preferred; equivalent experience accepted.
Compensation and Benefits
Annual base salary range: $163,000 - $234,000 USD. Compensation is based on location, experience, skills, and level. Bonus/equity may be available.
Freshworks offers dental, medical, vision, disability and life insurances, equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness programs. Adoption and parental leave benefits are available.
Equal Opportunity
Freshworks is an equal opportunity employer. We are committed to a diverse and inclusive workplace that enables everyone to find their potential, purpose, and passion, regardless of background, gender, race, sexual orientation, religion, or ethnicity.
Job Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Other
- Industries: IT Services and IT Consulting