Principal Solutions Engineer

Freshworks; Chicago (IL); On-site; USD 163,000 - 234,000; Full time

Benefits offered by this job

Dental, medical, vision insurance

Flexible PTO

Wellness programs

Parental leave benefits

Commuter benefits

Job summary

A leading software company is seeking a Principal Solution Engineer to join their GTM team in Chicago. This role involves partnering with enterprise customers, leading workshops, and delivering customized product demonstrations. Candidates should have over 10 years in Solution Engineering, with a strong grasp of ITSM domains and experience guiding C-level stakeholders. This position offers a competitive salary range of $163,000 to $234,000 USD and a comprehensive benefits package.

Qualifications

• 10+ years of experience in Solution Engineering, preferably in SaaS and enterprise software.
• Established playbook on using AI for operational efficiency.
• Strong understanding of ITSM/ESM domains.
• Experience leading complex solution designs with custom apps and integrations.

Responsibilities

• Partner with enterprise customers to understand strategic business challenges.
• Lead discovery workshops and influence deal strategy.
• Deliver compelling product demonstrations aligned with use cases.
• Collaborate with teams to shape scalable and secure solutions.
• Mentor junior team members and contribute to competitive strategies.

Skills

Strategic thinking

Confident communication

Problem-solving with technology

Understanding of LLMs

Deep knowledge of APIs

Coaching and mentoring

Time management

Influencing C-level stakeholders

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Halo

Jira

Job description

Overview

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. We serve over 72,000 companies and have more than 4,500 employees worldwide.

We are seeking a Principal Solution Engineer to join our GTM team in North America, focused on our Enterprise business. If you’re a strategic thinker, a confident communicator, and passionate about solving business problems with technology, we want to hear from you.

Your Role

Your Role as a Principal Solution Engineer:

• Partner with enterprise customers to understand strategic business challenges and recommend impactful solutions using the Freshworks platform.
• Lead discovery workshops, shape customer requirements, and influence deal strategy to drive technical wins.
• Deliver compelling and customized product demonstrations aligned to industry use cases, ROI models, and value storytelling.
• Collaborate with AEs, product teams, and solution architects to shape scalable, secure, and future-ready solutions.
• Contribute to competitive strategies, offer technical insights, and mentor junior team members.
• Translate complex customer needs into clear solution architectures, including integrations, APIs, and security considerations.
• Champion technical excellence and industry best practices through presentations, internal enablement, and customer engagements.

Qualifications

• 10+ years of experience in Solution Engineering, preferably in SaaS and enterprise software.
• Established playbook on using AI to present better, operationalize projects faster, and articulate value clearly.
• Understanding of LLMs and ability to guide customers, team members, and products on foundational AI principles.
• Strong understanding of ITSM/ESM domains; familiarity with platforms such as ServiceNow, Halo, Jira, or similar.
• Comfortable operating independently in high-stakes, complex enterprise scenarios; able to lead strategy, technical discovery, and deal execution without daily oversight.
• Deep knowledge of APIs, webhooks, integrations, and infrastructure components; able to propose and explain solutions without needing additional support.
• Coaching and mentoring peers; committed to team development and cross-functional collaboration.
• Adept at aligning customer needs with Freshworks’ platform capabilities, identifying gaps, and driving innovation with internal teams.
• Confident and engaging communicator with experience influencing C-level stakeholders and diverse technical audiences.
• Strong time management skills; capable of owning multiple deals and workstreams concurrently.
• Experience leading complex solution design involving custom apps, third-party integrations, and platform architecture.
• Demonstrated leadership in internal initiatives or representing the company at industry events.
• Bachelor’s degree preferred; equivalent experience accepted.

Compensation and Benefits

Annual base salary range: $163,000 — $234,000 USD. Compensation is based on location, experience, skills, and level. Bonus/equity may be available.

Freshworks offers dental, medical, vision, disability and life insurances, equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness programs. Adoption and parental leave benefits are available.

Equal Opportunity

Freshworks is an equal opportunity employer. We are committed to a diverse and inclusive workplace that enables everyone to find their potential, purpose, and passion, regardless of background, gender, race, sexual orientation, religion, or ethnicity.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting