Opportunity at
FreshworksSolution Architect
Freshworks Professional Services is seeking a Solution Architect who acts as the senior technical authority through the customer journey: sales, implementation and later expansion. The person…
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About This Role
Freshworks Professional Services is seeking a Solution Architect who acts as the senior technical authority through the customer journey: sales, implementation and later expansion. The person earns the confidence of both customer leaders and internal colleagues, translating business goals into solutions that can scale. The position is on-site. Before a deal closes, the architect partners with the presales group to grasp a prospect's pain points, then meets leadership and functional…
Job Description
Freshworks Professional Services is seeking a Solution Architect who acts as the senior technical authority through the customer journey: sales, implementation and later expansion. The person earns the confidence of both customer leaders and internal colleagues, translating business goals into solutions that can scale. The position is on-site.
Before a deal closes, the architect partners with the presales group to grasp a prospect's pain points, then meets leadership and functional owners to plan an implementation approach aligned with sector and professional services norms. During delivery, the architect turns broad solution concepts into detailed specifications that engineers can build. After launch, the architect reshapes deployments as the customer's needs and structure evolve. Throughout, the role serves as a regional product advocate, relays customer feedback to product teams, and evaluates the health of enterprise accounts.
Typical work includes creating solution designs and architecture diagrams, configuring workflows, automations, integrations and reports, advising customers on AI and automation including data readiness, governance and adoption, training administrators and support agents, resolving implementation issues with product and engineering, and keeping technical records current. Ten or more years in ITSM, ESM, ITOM or ITAM, a technical foundation that includes custom scripting, and experience with senior functional leaders are expected.
Responsibilities
- Serve as the senior technical expert across sales, delivery and expansion
- Work with presales to understand prospect pain points and design implementation approaches
- Turn high-level solutions into detailed design information for technical teams
- Advise on AI and automation opportunities, including data readiness, governance and security
- Configure, customize and deploy workflows, automations, integrations and reports
- Identify process changes that improve operational efficiency
- Train customer administrators, support agents and other relevant teams
- Work with product and engineering to resolve implementation and technical issues
- Link this platform with outside systems and vendor applications through designed integrations
- Maintain architecture and technical documentation
- Track industry trends and product updates
Requirements
- Ten or more years of experience across ITSM, ESM, ITOM or ITAM
- Seven or more years in professional services for SaaS software
- Solid technical grounding, including custom scripting and presales work
- Five or more years working closely with functional and organizational leaders
- Ability to listen well, present clearly, negotiate and handle objections
- Comfort weighing difficult technical choices and explaining tradeoffs to executives, architects and delivery teams
- Skill building custom applications and REST API integrations
- Ability to draw architecture charts, process maps, data flow charts and design write-ups
- Knowledge of enterprise systems such as ERP, accounting, HRMS and identity management
- Grasp of cloud stacks and SaaS products, plus experience drawing customer experience process flows
Qualifications
- Earlier work as a solution or domain architect in ITIL or ITSM environments
- ITIL certification
- Understanding of project management principles
- Experience with JavaScript and Node.js, though not essential
- Background helping customers through organizational change management
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the job located?
The posting does not specify a city. It is listed as an on-site, full-time role.
What is the salary?
The posting does not specify a salary.
What experience is required?
The posting asks for ten or more years in ITSM, ESM, ITOM or ITAM, including seven or more years working in SaaS professional services.
How do I apply?
The posting does not describe an application process.
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