Principal AI Solutions Engineer

Responsibilities

• Serve as the North America AI subject matter expert for Freshservice to drive revenue growth
• Lead AI advisory engagements including executive workshops and AI readiness assessments
• Partner with account teams to identify and execute AI opportunities across new business and renewals
• Help customers prioritize high-value AI use cases across ITSM, ITOM, and enterprise workflows
• Deliver compelling demonstrations and proof-of-value engagements showcasing AI capabilities
• Develop scalable frameworks, playbooks, and best practices for AI solution positioning
• Act as a trusted advisor to Product and Engineering teams by sharing market trends and customer feedback
• Mentor Solutions Engineers and Account Executives on AI business value conversations

Requirements

• 10+ years of experience in Solutions Engineering, Solution Consulting, or Technical Advisory
• Deep understanding of Generative AI, LLMs, AI agents, and automation technologies
• Proven track record of driving business value through transformational technologies
• Experience leading executive workshops and strategic discovery sessions
• Strong understanding of ITSM, ITOM, ITAM, or Enterprise Service Management
• Ability to articulate ROI and success metrics to technical and executive audiences
• Experience developing scalable programs or methodologies for sales organizations
• Exceptional communication, presentation, and storytelling skills

About the Company

Freshworks builds uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results.