Principal Solutions Engineer

Company 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.

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.

Job Description

At Freshworks, we pride ourselves on providing industry-leading, AI-first Employee Experience software. Our customers deliver exceptional service through our intuitive and powerful platform spanning ITSM, ITAM, ITOM, and ESM. If you're looking to move fast and make a significant impact in a high-growth space, you’re in the right place!

We are looking for smart, passionate individuals who thrive on building scalable platforms, crafting impactful experiences, and delighting customers. Join our growing 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 proactively 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.

Qualifications

• 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.
• 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 divers

Employment Type

• Full-time

Location Type

• Remote