Lead – Solution Engineer
Freshworks
ITSM
Principal Solutions Engineer
Freshworks
full-time
Posted on:
Location Type: Remote
Location: Remote • Colorado, Massachusetts, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $163,000 - $234,000 per year
Job Level
Lead
Tech Stack
ITSMServiceNow
About the role
- Lead executive alignment workshops across strategic and global accounts.
- Defines value messaging across C-suite buying committees.
- Lead discovery workshops, shape customer requirements, and influence deal strategy to drive technical wins.
- Deliver compelling and customized product demonstrations aligned to map digital transformation using 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 (IC1–IC3).
- 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.
- Advises leadership on innovation, GTM.
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.
- Strong knowledge of ITSM and AI maturity adoption frameworks and integrating ITIL.
- 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.
- 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.
Benefits
- Freshworks offers multiple options for dental, medical, vision, disability and life insurances.
- Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered.
- Freshworks also offers adoption and parental leave benefits.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Solution EngineeringSaaSenterprise softwareAI principlesITSMESMAPIswebhooksintegrationsplatform architecture
Soft skills
leadershipcoachingmentoringcommunicationtime managementcross-functional collaborationstrategic thinkinginfluencingcustomer alignmentproblem-solving
Certifications
Bachelor’s degree
