Senior Solution Architect – Enterprise SaaS + Equity

Freshworks; Massachusetts; On-site; USD 116,000 - 166,000; Full time

Benefits offered by this job

Dental and medical benefits

Equity + ESPP

Flexible PTO

Parental/adoption leave

Commuter benefits

Wellness programs

Job summary

Freshworks is seeking a Sr. Solution Architect to lead the Americas FPS team, translating business outcomes into scalable Freshworks product solutions. You will collaborate across Sales, Engineering, and Customer Success to ensure successful delivery and adoption.

You will design architectures, oversee technical implementations, and guide expansion for evolving customer needs, while mentoring junior talent and shaping best practices within a SaaS environment.

Qualifications

• 10+ years of professional experience in ITSM, ESM, ITOM, ITAM.
• Experience guiding customers in organizational change management (OCM).
• 5+ years working with internal and external leaders to assess and manage technical risks at the highest levels.
• Ability to read complex situations and devise solutions benefiting customers and Freshworks.
• Excellent listening and presentation skills.
• Proficiency in handling ambiguity and objections.
• Experience designing customer experience process flows.
• Strong understanding of Cloud Stack and SaaS products.

Responsibilities

• Act as the senior technical leader in the Americas FPS team.
• Collaborate with Sales, Solution Engineering, Product/Engineering, Support and other teams to improve internal processes and adoption.
• Translate sales-defined high-level designs into detailed implementation plans.
• Lead design and deployment of Freshworks solutions for customers.
• Maintain and expand deployed capabilities to meet evolving customer needs.
• Provide training to customer support and administrative teams.

Skills

ITSM

ESM

ITOM

ITAM

OCM

Leadership

Stakeholder management

Negotiation

Mentoring

Executive communication

Tools

REST API integrations

Architecture diagrams

NodeJS

JavaScript

Job description

Freshworks is seeking a Sr. Solution Architect to lead the Americas FPS team, translating business outcomes into scalable Freshworks product solutions. You will collaborate across Sales, Engineering, and Customer Success to ensure successful delivery and adoption.

You will design architectures, oversee technical implementations, and guide expansion for evolving customer needs, while mentoring junior talent and shaping best practices within a SaaS environment.