Principal - Solution Engineering

📋 Description

• Work with GSI partners to identify and shape new Freshservice opportunities linked to employee
• Support early-stage discovery with partner teams and end customers, translating service challenges
• Build solution narratives across ITSM modernisation, employee self-service, workflow automation
• Identify where existing EX or ITSM footprints can expand into broader Enterprise Service Management
• Position AI as a practical accelerator: self-service, ticket deflection, agent assist, knowledge
• Equip Business Development colleagues with messaging, discovery questions, and qualification

🎯 Requirements

• Experience in solution architecture, presales, consulting, or partner solution engineering.
• Strong understanding of Employee Experience, ITSM, ESM, service desk modernisation, and internal
• Experience working with GSIs, systems integrators, consulting firms, or other partner-led business
• Ability to build EX, ESM, and AI solution narratives, and to support both new business and
• Understanding of AI use cases in service management — self-service, agent assist, automation
• Experience creating demos, discovery guides, enablement content, and reference architectures.

🎁 Benefits

• At Freshworks, we have fostered an environment that enables everyone to find their true potential