Principal Solutions Engineer - job 1 of 3

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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

• 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

• 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.

The annual base salary range for this position is $163,000 — $234,000 USD.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

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.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.