Principal AI Solutions Engineer

Freshworks

Principal AI Solutions Engineer driving AI revenue growth and customer outcomes at Freshworks. Leading AI advisory engagements and developing scalable programs across North America.

Posted 6/17/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesLead💰 $158,015 - $195,195 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Serve as the North America AI subject matter expert for Freshservice, partnering with Sales, Solutions Engineering, Customer Success, Product, and Marketing teams to drive AI revenue growth and customer outcomes
Lead AI advisory engagements with enterprise customers, facilitating executive workshops, discovery sessions, AI readiness assessments, business value discussions, and strategic planning sessions that align AI investments to measurable business objectives
Partner with account teams to identify, qualify, and execute AI opportunities across new business, expansion, and renewal motions, helping customers build compelling business cases for AI investments
Help customers identify and prioritize high-value AI use cases across ITSM, ITOM, ITAM, Employee Service Management, and enterprise workflows, while defining success criteria and measurable outcomes
Deliver compelling demonstrations, presentations, executive briefings, and proof-of-value engagements that showcase the business impact of Freshservice AI capabilities, including AI agents, workflow automation, agent productivity, self-service, and conversational experiences
Develop scalable frameworks, playbooks, value assessments, and best practices that enable teams across North America to effectively position, sell, and demonstrate the value of AI solutions
Act as a trusted advisor to Product and Engineering teams by sharing customer feedback, market trends, competitive intelligence, and emerging AI requirements that help shape future innovation
Mentor and enable Solutions Engineers, Account Executives, and Customer Success teams on AI positioning, business value conversations, executive engagement, and industry best practices

Requirements

What you’ll need

10+ years of experience in Solutions Engineering, Solution Consulting, Technical Advisory, or related customer-facing technical roles within enterprise software
Deep understanding of AI, Generative AI, Large Language Models (LLMs), AI agents, automation technologies, and emerging trends shaping enterprise software
Proven track record of driving business value through transformational technologies, automation initiatives, or AI-driven solutions
Experience leading executive workshops, strategic discovery sessions, business value assessments, and consultative customer engagements
Strong understanding of ITSM, ITOM, ITAM, Enterprise Service Management, or adjacent operational technologies
Ability to connect technical capabilities to business outcomes and clearly articulate ROI, success metrics, and value realization strategies
Experience developing scalable programs, methodologies, or frameworks that drive impact across a broad customer or sales organization
Exceptional communication, presentation, and storytelling skills, with the ability to influence both technical and executive audiences
Experience partnering with Product Management, Product Marketing, Customer Success, and Sales leadership to drive customer and business outcomes
Comfortable operating independently across multiple strategic initiatives, stakeholders, and customer engagements
Experience with digital transformation initiatives, AI strategy engagements, organizational change initiatives, or business value consulting is highly desirable
Bachelor's degree preferred but not required.

Benefits

Comp & perks

Dental, medical, vision, disability and life insurances
Equity + ESPP
Flexible PTO
Flexible spending
Commuter benefits
Wellness benefits
Adoption and parental leave benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AIGenerative AILarge Language Models (LLMs)AI agentsautomation technologiesITSMITOMITAMEnterprise Service Managementdigital transformation

Soft Skills

communicationpresentationstorytellinginfluencementoringconsultative engagementstrategic planningcustomer engagementcollaborationindependence