Principal - Solution Engineering
Freshworks•3h ago
Chennai, inOnsiteFull-timePrincipal Level10+ yrs exp
Top focus
Vp EngineeringEngineering ManagerDirector Engineering
- Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There's another option. Freshworks. With a fresh vision for how the world works. Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve
- deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global
- Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations. Fresh vision. Real impact. Come build it with us.
- As a GSI Solution Architect, you will be the technical and solution engine behind our Global Systems Integrator ecosystem, with a dedicated focus on Employee Experience and Freshservice. You will help GSI partners find, shape
- progress new business and expansion opportunities — bringing solution credibility to early conversations, turning employee service challenges into structured opportunities
- building the assets and capability that let partners eventually run these motions themselves. You will work day-to-day with two Business Development colleagues and our GSI Partner Managers
- partner closely with Sales, Solution Engineering, Product
- Professional Services. 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
- technical credibility are the core of the job. Key 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
- legacy ITSM migration. Identify where existing EX or ITSM footprints can expand into broader Enterprise Service Management — HR, Finance, Facilities, Legal, Procurement, Security
- Operations. Position AI as a practical accelerator: self-service, ticket deflection, agent assist, knowledge discovery
- automation. Equip our two Business Development colleagues with messaging, discovery questions
- join calls where solution credibility is needed. Deliver enablement sessions for GSI sales, consulting, architecture
- support their certification and readiness. Create reusable assets — demo flows, reference architectures, discovery guides
- partner playbooks — that scale beyond any single deal. Support partner account planning and contribute to the quality and conversion of partner-sourced pipeline.
- Required Experience in solution architecture, presales, consulting
- partner solution engineering. Strong understanding of Employee Experience, ITSM, ESM, service desk modernisation
- internal service delivery. Experience working with GSIs, systems integrators, consulting firms
- other partner-led business models. Ability to build EX, ESM
- AI solution narratives
- to support both new business and expansion motions. Understanding of AI use cases in service management — self-service, agent assist, automation, knowledge
- ticket deflection. Experience creating demos, discovery guides, enablement content
- reference architectures. Comfortable being commercially aligned to partner-sourced ARR. Strong stakeholder management across partner, sales, product
- technical teams, with excellent communication and presentation skills. Based in or able to work from Chennai. Preferred Experience with Freshservice, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine
- similar ITSM/ESM platforms. Experience supporting partner-sourced or partner-influenced revenue motions
- GSI-led transformation programmes. Experience working with Indian or global GSI partners. Familiarity with ITIL, workflow automation
- internal service operations. Ability to build business cases, value propositions
- repeatable go-to-market plays. Experience supporting migrations from legacy ITSM platforms.
- At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose
- passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions
- ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities
- business. Fresh vision. Real impact. Come build it with us.
Required skills
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