Principal AI Solutions Engineer

Responsibilities

• Serve as the North America AI subject matter expert for Freshservice to drive revenue growth and customer outcomes
• Lead AI advisory engagements with enterprise customers through workshops, discovery sessions, and readiness assessments
• Partner with account teams to identify and execute AI opportunities across new business and expansion motions
• Help customers prioritize high-value AI use cases across ITSM, ITOM, and enterprise workflows
• Deliver compelling demonstrations and proof-of-value engagements showcasing AI agents and workflow automation
• 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 positioning and business value conversations

Requirements

• 10+ years of experience in Solutions Engineering, Solution Consulting, or Technical Advisory in enterprise software
• 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 consultative customer engagements
• Strong understanding of ITSM, ITOM, ITAM, or Enterprise Service Management
• Ability to articulate ROI and connect technical capabilities to business outcomes
• Exceptional communication, presentation, and storytelling skills
• Experience partnering with Product Management and Sales leadership

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.