Opportunity at
FreshworksPrincipal - Solution Engineering
This solutions role supports Freshworks' network of Global Systems Integrator (GSI) partners, centering on Employee Experience and Freshservice. The architect helps partner firms identify and advance…
Career Tools
About This Role
This solutions role supports Freshworks' network of Global Systems Integrator (GSI) partners, centering on Employee Experience and Freshservice. The architect helps partner firms identify and advance new business and growth deals, lends technical authority to early discussions, and converts workplace service problems into concrete opportunities. The aim is also to equip partners to eventually run these sales motions on their own. Work includes early discovery with partner staff and end…
Job Description
This solutions role supports Freshworks' network of Global Systems Integrator (GSI) partners, centering on Employee Experience and Freshservice. The architect helps partner firms identify and advance new business and growth deals, lends technical authority to early discussions, and converts workplace service problems into concrete opportunities. The aim is also to equip partners to eventually run these sales motions on their own.
Work includes early discovery with partner staff and end clients, and building solution stories around modernizing IT service desks, letting staff self-serve, automating workflows, managing knowledge and moving off legacy service tools. The architect also spots where a current EX or ITSM installation can widen into enterprise service management across people operations, money management, premises, legal, buying, security and operations. AI is pitched as a pragmatic booster for self-help, ticket reduction, agent assistance and task automation. Other duties include briefing two business development colleagues with messages, discovery prompts and qualification notes, joining calls where technical credibility matters, running enablement for partner sales, consulting, architecture and delivery staff, and producing reusable demos, reference designs, discovery guides and partner plays.
Performance is judged partly on partner-sourced ARR, though the posting treats guiding solutions, enabling partners and technical credibility as the heart of the job, rather than selling outright. Applicants should have worked in presales, consulting, architecture or partner-side technical roles, and understand EX, ITSM, enterprise service management, service-desk modernization and internal service delivery. The listing is on-site and looks for someone in Chennai or able to work from there. No pay range is shown.
Responsibilities
- Locate and shape new Freshservice deals with GSI partners.
- Assist partner and end-customer discovery, converting service pain points into structured opportunities.
- Develop solution stories covering ITSM updates, self-service, automation, knowledge work and legacy migration.
- Find EX and ITSM accounts ready to expand into people operations, money management, premises, legal, buying, security and operations.
- Frame AI as a practical productivity tool for self-service, ticket deflection, agent support and automation.
- Prepare business development colleagues with talking points, discovery prompts and qualification notes, and join key calls.
- Lead training and readiness work for partner sales, consulting, architecture and delivery staff.
- Build reusable demos, reference designs, discovery guides and partner plays.
- Help with partner account planning and raise the quality of partner-sourced pipeline.
Requirements
- Experience in technical pre-sales, consulting, architecture or the engineering side of partner programs.
- Working knowledge of EX, ITSM, enterprise service management, service desk modernization and internal service operations.
- Experience with GSIs, system integrators, consultancies or other partner-led models.
- Skill at writing employee-experience, ESM and AI solution stories for new deals and expansions.
- Grasp of how AI gets used in service-management work.
- Willingness to be commercially measured on partner-sourced ARR.
- Strong stakeholder skills and presentation ability.
- Based in Chennai or able to work from there.
Qualifications
- Hands-on familiarity with Freshservice, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine or comparable ITSM products.
- Experience with partner-influenced revenue, or with GSI-led transformation work.
- Work with Indian or global GSI partner organizations.
- Understanding of ITIL practices and workflow automation.
- Track record of drafting business cases and value statements, plus reusable market-entry plays.
- Experience helping customers migrate off legacy ITSM tools.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this role based?
The listing seeks someone in Chennai or able to work from there, and is marked as on-site.
Is this a sales role?
Pay is tied to partner-sourced ARR, though the posting describes the job as centered on guiding solutions, enabling partners and being technically credible.
What experience is required?
The posting asks for background in presales, consulting, architecture or partner-side engineering, and gives no year count.
How do I apply?
The posting does not describe an application process.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.