Principal AI Solutions Engineer

Responsibilities

• ▹Serve as the North America AI subject matter expert for Freshservice, partnering with Sales, Solutions Engineering, Customer Success, Product, and Marketing to drive AI revenue growth and customer outcomes.
• ▹Lead AI advisory engagements with enterprise customers: executive workshops, discovery sessions, AI readiness assessments, business value discussions, and strategic planning.
• ▹Partner with account teams to identify, qualify, and execute AI opportunities across new business, expansion, and renewal motions, helping build business cases.
• ▹Help customers identify and prioritize high-value AI use cases across ITSM, ITOM, ITAM, Employee Service Management, and enterprise workflows, defining success criteria.
• ▹Deliver demonstrations, presentations, executive briefings, and proof-of-value engagements showcasing AI agents, workflow automation, self-service, and conversational experiences.
• ▹Develop scalable frameworks, playbooks, value assessments, and best practices for positioning and demonstrating AI value across North America.
• ▹Act as a trusted advisor to Product and Engineering, sharing customer feedback, market trends, competitive intelligence, and emerging AI requirements.
• ▹Mentor Solutions Engineers, Account Executives, and Customer Success teams on AI positioning, business value conversations, and executive engagement.

Requirements

• ▹10+ years of experience in Solutions Engineering, Solution Consulting, Technical Advisory, or related customer-facing technical roles in enterprise software.
• ▹Deep understanding of AI, Generative AI, LLMs, AI agents, and automation technologies.
• ▹Proven track record of driving business value through transformational technologies or AI-driven solutions.
• ▹Experience leading executive workshops, strategic discovery sessions, and business value assessments.
• ▹Strong understanding of ITSM, ITOM, ITAM, or Enterprise Service Management.
• ▹Ability to connect technical capabilities to business outcomes and articulate ROI and success metrics.
• ▹Experience developing scalable programs, methodologies, or frameworks.
• ▹Exceptional communication, presentation, and storytelling skills for technical and executive audiences.
• ▹Experience partnering with Product Management, Product Marketing, Customer Success, and Sales leadership.
• ▹Comfortable operating independently across multiple strategic initiatives and stakeholders.

Nice to have

• ▹Experience with digital transformation initiatives, AI strategy engagements, organizational change, or business value consulting.

Soft skills

What we offer

• ▹Medical, dental, vision, and disability insurance options.
• ▹Equity + ESPP.
• ▹Flexible PTO.
• ▹Flexible spending account.
• ▹Commuter benefits.
• ▹Wellness benefits.
• ▹Adoption and parental leave benefits.

About the company

Freshworks builds enterprise-grade CX and EX software trusted by over 74,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, with more than 4,500 employees worldwide.