Freshworks

Principal Solutions Engineer

Freshworks

full-time

Posted on:

Origin:  • 🇺🇸 United States • California, Illinois, Massachusetts

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Salary

💰 $163,000 - $234,000 per year

Job Level

Lead

Tech Stack

ITSMServiceNow

About the role

  • 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 proactively 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

Requirements

  • 10+ years of experience in Solution Engineering, preferably in SaaS and enterprise software
  • You have an established playbook on using AI to present better, operationalize projects faster, and articulate value clearer
  • Understands LLM's and can 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
  • Skilled in coaching and mentoring peers; committed to team development and cross-functional collaboration
  • Adept at aligning customer needs with Freshworks’ platform capabilities, identifying gaps, and working with internal teams to drive innovation
  • 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, mentoring, or representing your company at industry events
  • Bachelor’s degree preferred; equivalent experience accepted