Principal Solutions Engineer

Overview

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. We serve over 72,000 companies and have more than 4,500 employees worldwide.

We are seeking a Principal Solution Engineer to join our GTM team in North America, focused on our Enterprise business. If you’re a strategic thinker, a confident communicator, and passionate about solving business problems with technology, we want to hear from you.

Your Role as a Principal Solution Engineer:

• Partner with enterprise customers to understand strategic business challenges and recommend impactful solutions using the Freshworks platform.
• Lead discovery workshops, shape customer requirements, and influence deal strategy to drive technical wins.
• Deliver compelling and customized product demonstrations aligned to 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 mentor junior team members.
• 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.

• 10+ years of experience in Solution Engineering, preferably in SaaS and enterprise software.
• Established playbook on using AI to present better, operationalize projects faster, and articulate value clearly.
• Understanding of LLMs and ability to guide customers, team members, and products on foundational AI principles.
• Strong understanding of ITSM/ESM domains; familiarity with platforms such as Service Now, Halo, Jira, or similar.
• 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.
• Coaching and mentoring peers; committed to team development and cross-functional collaboration.
• Adept at aligning customer needs with Freshworks’ platform capabilities, identifying gaps, and driving innovation with internal teams.
• Confident and engaging communicator with experience influencing C-level stakeholders and diverse technical audiences.
• Strong time management skills; capable of owning multiple deals and work streams concurrently.
• Experience leading complex solution design involving custom apps, third-party integrations, and platform architecture.
• Demonstrated leadership in internal initiatives or representing the company at industry events.
• Bachelor’s degree preferred; equivalent experience accepted.

Annual base salary range: $163,000 — $234,000 USD
. Compensation is based on location, experience, skills, and level. Bonus/equity may be available.

Freshworks offers dental, medical, vision, disability and life insurances, equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness programs. Adoption and parental leave benefits are available.

Freshworks is an equal opportunity employer. We are committed to a diverse and inclusive workplace that enables everyone to find their potential, purpose, and passion, regardless of background, gender, race, sexual orientation, religion, or ethnicity.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Other
• Industries: IT Services and IT Consulting