Principal Solution Engineering

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.

You 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.

You 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.

Key Responsibilities

• Work with GSI partners to identify and shape new Freshservice opportunities linked to employee service transformation.

• Support early-stage discovery with partner teams and end customers translating service challenges into structured solution opportunities.

• Build solution narratives across ITSM modernisation employee self-service workflow automation knowledge management and legacy ITSM migration.

• Identify where existing EX or ITSM footprints can expand into broader Enterprise Service Management HR Finance Facilities Legal Procurement Security and Operations.

• Position AI as a practical accelerator: self-service ticket deflection agent assist knowledge discovery and automation.

• Equip our two Business Development colleagues with messaging discovery questions and qualification guides and join calls where solution credibility is needed.

• Deliver enablement sessions for GSI sales consulting architecture and delivery teams and support their certification and readiness.

• Create reusable assets demo flows reference architectures discovery guides and partner playbooks that scale beyond any single deal.

• Support partner account planning and contribute to the quality and conversion of partner-sourced pipeline.

Qualifications :

Required

• Experience in solution architecture presales consulting or partner solution engineering.

• Strong understanding of Employee Experience ITSM ESM service desk modernisation and internal service delivery.

• Experience working with GSIs systems integrators consulting firms or other partner-led business models.

• Ability to build EX ESM and AI solution narratives and to support both new business and expansion motions.

• Understanding of AI use cases in service management self-service agent assist automation knowledge and ticket deflection.

• Experience creating demos discovery guides enablement content and reference architectures.

• Comfortable being commercially aligned to partner-sourced ARR.

• Strong stakeholder management across partner sales product and technical teams with excellent communication and presentation skills.

• Based in or able to work from Chennai.

Preferred

• Experience with Freshservice ServiceNow Jira Service Management BMC Ivanti ManageEngine or similar ITSM/ESM platforms.

• Experience supporting partner-sourced or partner-influenced revenue motions or GSI-led transformation programmes.

• Experience working with Indian or global GSI partners.

• Familiarity with ITIL workflow automation and internal service operations.

• Ability to build business cases value propositions and repeatable go-to-market plays.

• Experience supporting migrations from legacy ITSM platforms.

Additional Information :

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.

Remote Work :

No

Employment Type :

Full-time