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Freshworks is seeking a Principal Solution Architect to lead the technical and solution strategy for its Global Systems Integrator (GSI) ecosystem, with a primary focus on Employee Experience and Freshservice. This is a commercially aligned role measured on partner-sourced ARR, but it is fundamentally a solution leadership and partner enablement position rather than a pure sales role.
You will work day-to-day with two Business Development colleagues and GSI Partner Managers, collaborating closely with Sales, Solution Engineering, Product, and Professional Services teams. Your responsibilities include:
• Identifying and shaping new Freshservice opportunities with GSI partners linked to employee service transformation
• Supporting early-stage discovery with partner teams and end customers, translating service challenges into structured solution opportunities
• Building solution narratives across ITSM modernization, employee self-service, workflow automation, knowledge management, and legacy ITSM migration
• Identifying expansion opportunities from existing EX or ITSM footprints into broader Enterprise Service Management (HR, Finance, Facilities, Legal, Procurement, Security, Operations)
• Positioning AI as a practical accelerator for self-service, ticket deflection, agent assist, knowledge discovery, and automation
• Equipping Business Development colleagues with messaging, discovery questions, and qualification guides; joining calls where solution credibility is needed
• Delivering enablement sessions for GSI sales, consulting, architecture, and delivery teams, supporting certification and readiness
• Creating reusable assets—demo flows, reference architectures, discovery guides, and partner playbooks—that scale beyond individual deals
• Supporting partner account planning and contributing to the quality and conversion of partner-sourced pipeline
Freshworks builds uncomplicated service software for employee and customer experience, serving nearly 75,000 companies including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music.
REQUIREMENTS:
Required:
• Experience in solution architecture, presales, consulting, or partner solution engineering
• Strong understanding of Employee Experience, ITSM, ESM, service desk modernization, 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
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
