Freshworks: Principal - Solution Engineering — Bengaluru, KA, India

About Freshworks

Freshworks develops cloud-based software for customer and employee experiences. Its product range includes customer support, sales and marketing automation, chat and IT service management. The employer names Freshdesk, Freshsales, Freshmarketer, Freshservice and Freshchat, supported by shared platform services. These applications address different operational needs, from managing customer conversations and sales activity to helping employees obtain IT services. The business emphasises software designed for end users and straightforward implementation.

The position and its setting

Freshworks lists Principal - Solution Engineering in Bengaluru, KA, India, under reference P102983. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 17 September 2026
• Brands: Freshworks

Responsibilities and work described

• 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
• 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
• 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
• Building: 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
• Delivery: 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

Essential requirements and candidate background

• Required
• Experience: solution architecture, presales, consulting, or partner solution engineering
• Understanding: 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
• Build EX, ESM, and AI solution narratives, and to support both new business and expansion motions
• Understanding: 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
• Stakeholder management across partner, sales, product, and technical teams, with communication and presentation skills

Preferred experience and additional strengths

• Experience: 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: ITIL, workflow automation, and internal service operations
• Build business cases, value propositions, and repeatable go-to-market plays
• Experience supporting migrations from legacy ITSM platforms

Location, schedule and contract conditions

• Work arrangement: On-site
• Advertised location: Bengaluru, KA, India

Conditions requiring the complete notice

Some passages contain complex or combined conditions that have not been reduced to short eligibility statements here. Read the complete linked notice for those passages, including any alternatives, exceptions or restrictions. The concise facts above should not be treated as the full wording of every condition.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Principal - Solution Engineering vacancy is not an offer for reference P102983; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Freshworks

Applications follow the official employer page linked below.

Open the official Freshworks posting below and match the title and reference P102983.

Compare your qualifications and experience with the essential conditions for the Bengaluru, KA, India position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: AI

An AI-related example should make the task and evaluation explicit. Explain the inputs, the system’s intended output and how you checked errors, usefulness or reliability, rather than relying on the model name alone.

Relevant skills

• AI/ML
• AI
• sales
• business development
• procurement
• ServiceNow
• stakeholder management
• communication