Copy of Principal Solutions Engineer

Freshworks is a company that builds uncomplicated service software to enhance customer and employee experiences. They are seeking a Principal Solutions Engineer to lead workshops, define value messaging, drive technical wins, and collaborate with various teams to create scalable solutions.

Responsibilities:

• 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