{"id":1014304,"url":"https://alion.io/job/freshworks-principal-solution-engineering-3","title":"Principal - Solution Engineering","company":{"id":788,"name":"Freshworks","domain":"freshworks.com","url":"https://alion.io/company/freshworks","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-09-26T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":79000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":363},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-17T10:28:33Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-09-27T04:27:57Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"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.\nThere's another option. Freshworks. With a fresh vision for how the world works.\nFreshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.\nFresh vision. Real impact. Come build it with us.\n 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.\nYou 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.\nYou will work day-to-day with two Business Development colleagues and our GSI Partner Managers, and partner closely with Sales, Solution Engineering, Product, and Professional Services. This is a commercially aligned role - you will be measured on partner-sourced ARR - but it is not a pure sales role. Solution leadership, partner enablement, and technical credibility are the core of the job.\nKey Responsibilities\nWork with GSI partners to identify and shape new Freshservice opportunities linked to employee service transformation.\n\nSupport early-stage discovery with partner teams and end customers, translating service challenges into structured solution opportunities.\n\nBuild solution narratives across ITSM modernisation, employee self-service, workflow automation, knowledge management, and legacy ITSM migration.\n\nIdentify where existing EX or ITSM footprints can expand into broader Enterprise Service Management - HR, Finance, Facilities, Legal, Procurement, Security, and Operations.\n\nPosition AI as a practical accelerator: self-service, ticket deflection, agent assist, knowledge discovery, and automation.\n\nEquip our two Business Development colleagues with messaging, discovery questions, and qualification guides, and join calls where solution credibility is needed.\n\nDeliver enablement sessions for GSI sales, consulting, architecture, and delivery teams, and support their certification and readiness.\n\nCreate reusable assets - demo flows, reference architectures, discovery guides, and partner playbooks - that scale beyond any single deal.\n\nSupport partner account planning and contribute to the quality and conversion of partner-sourced pipeline.\n\n Required\nExperience in solution architecture, presales, consulting, or partner solution engineering.\n\nStrong understanding of Employee Experience, ITSM, ESM, service desk modernisation, and internal service delivery.\n\nExperience working with GSIs, systems integrators, consulting firms, or other partner-led business models.\n\nAbility to build EX, ESM, and AI solution narratives, and to support both new business and expansion motions.\n\nUnderstanding of AI use cases in service management - self-service, agent assist, automation, knowledge, and ticket deflection.\n\nExperience creating demos, discovery guides, enablement content, and reference architectures.\n\nComfortable being commercially aligned to partner-sourced ARR.\n\nStrong stakeholder management across partner, sales, product, and technical teams, with excellent communication and presentation skills.\n\nPreferred\nExperience with Freshservice, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine, or similar ITSM/ESM platforms.\n\nExperience supporting partner-sourced or partner-influenced revenue motions, or GSI-led transformation programmes.\n\nExperience working with Indian or global GSI partners.\n\nFamiliarity with ITIL, workflow automation, and internal service operations.\n\nAbility to build business cases, value propositions, and repeatable go-to-market plays.\n\nExperience supporting migrations from legacy ITSM platforms.\n\n 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.","description_format":"text","description_chars":5104,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["CRM Software","IT Service & Asset Management","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-09-17T21:46:44Z"}],"liveness":{"score":88,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.884,"p_room":1,"age_days":8,"expected_fill_days":30,"reasons":["conf:3","velocity","win:early","comp:brand"],"computed_at":"2026-09-26T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/freshworks-principal-solution-engineering-3","json_url":"https://alion.io/job/freshworks-principal-solution-engineering-3.json","meta":{"generated_at":"2026-09-27T04:54:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4307,"day_limit":5000,"remaining_today":693,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}