# Principal - Solution Engineering

**Company**: Freshworks
**Location**: Bengaluru, KA
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Freshworks/744000150067891-principal-solution-engineering?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_72c917f2-bd9

## Description

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.

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, and progress new business and expansion opportunities , bringing solution credibility to early conversations, turning employee service challenges into structured opportunities, and building the assets and capability that let partners eventually run these motions themselves.

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, and legacy ITSM migration.

- Identify where existing EX or ITSM footprints can expand into broader Enterprise Service Management , HR, Finance, Facilities, Legal, Procurement, Security, and Operations.

- Position AI as a practical accelerator: self-service, ticket deflection, agent assist, knowledge discovery, and automation.

- Equip our two Business Development colleagues with messaging, discovery questions, and qualification guides, and join calls where solution credibility is needed.

- Deliver enablement sessions for GSI sales, consulting, architecture, and delivery teams, and support their certification and readiness.

- Create reusable assets , demo flows, reference architectures, discovery guides, and partner playbooks , that scale beyond any single deal.

- Support partner account planning and contribute to the quality and conversion of partner-sourced pipeline.

QUALIFICATIONS: Required:

- Experience in solution architecture, presales, consulting, or partner solution engineering.

- Strong understanding of Employee Experience, ITSM, ESM, service desk modernisation, and internal service delivery.

- Experience working with GSIs, systems integrators, consulting firms, or other partner-led business models.

- Ability to build EX, ESM, and AI solution narratives, and to support both new business and expansion motions.

- Understanding of AI use cases in service management , self-service, agent assist, automation, knowledge, and ticket deflection.

- Experience creating demos, discovery guides, enablement content, and reference architectures.

- Comfortable being commercially aligned to partner-sourced ARR.

- Strong stakeholder management across partner, sales, product, and technical teams, with excellent communication and presentation skills.

Preferred:

- Experience with Freshservice, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine, or similar ITSM/ESM platforms.

- Experience supporting partner-sourced or partner-influenced revenue motions, or GSI-led transformation programmes.

- Experience working with Indian or global GSI partners.

- Familiarity with ITIL, workflow automation, and internal service operations.

- Ability to build business cases, value propositions, and repeatable go-to-market plays.

- Experience supporting migrations from legacy ITSM platforms.

## Skills

### Required
- solution architecture
- presales
- consulting
- partner solution engineering
- Employee Experience
- ITSM
- ESM
- service desk modernisation
- internal service delivery
- GSIs
- systems integrators
- consulting firms
- partner-led business models
- EX
- AI solution narratives
- AI use cases in service management
- self-service
- agent assist
- automation
- knowledge
- ticket deflection
- demos
- discovery guides
- enablement content
- reference architectures
- stakeholder management

### Nice to have
- Freshservice
- ServiceNow
- Jira Service Management
- BMC
- Ivanti
- ManageEngine
- ITSM/ESM platforms
- partner-sourced or partner-influenced revenue motions
- GSI-led transformation programmes
- Indian or global GSI partners
- ITIL
- workflow automation
- internal service operations
- business cases
- value propositions
- repeatable go-to-market plays
- migrations from legacy ITSM platforms

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Freshworks/744000150067891-principal-solution-engineering?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)