Principal Solutions Engineer

📋 Description

• • Own the end-to-end technical strategy for Freshworks’ largest and most complex deals, orchestrating executive alignment workshops that bring together C-suite stakeholders from IT, CX, HR, and Finance to co-create a unified digital-transformation vision.
• • Facilitate high-impact discovery sessions that uncover hidden pain points, map critical workflows, and crystallize measurable business outcomes; translate findings into a tailored solution blueprint that becomes the foundation for every subsequent sales motion.
• • Architect multi-product, enterprise-grade solutions spanning Freshdesk, Freshservice, Freshsales, Freshchat, and the Freshworks Neo platform—ensuring scalability, security, compliance, and extensibility across hybrid cloud, on-prem, and SaaS environments.
• • Deliver persuasive, story-driven product demonstrations that weave industry-specific use cases, quantified ROI models, and customer success anecdotes into a narrative that resonates with both technical evaluators and economic buyers.
• • Partner closely with Account Executives to craft deal strategy, competitive positioning, and pricing frameworks; influence RFP responses, security questionnaires, and procurement negotiations to accelerate deal velocity and protect margin.
• • Serve as the trusted technical advisor to customer architects, developers, and security teams—guiding integration design, API strategy, data-migration planning, and governance policies while anticipating future-state needs such as AI/ML adoption and global expansion.
• • Translate complex customer requirements into crisp, visual solution architectures (Lucidchart, Miro, or similar) that map integrations, authentication flows, data models, and third-party ecosystems; present these blueprints to technical and non-technical audiences alike.
• • Champion competitive intelligence by distilling win/loss data, analyst reports, and field feedback into battle cards, objection-handling guides, and demo kill-switches that arm the entire sales organization.
• • Mentor and upsell junior Solutions Engineers (IC1–IC3) through deal shadowing, mock discovery drills, and quarterly bootcamps; codify best practices in internal wikis and reusable demo assets that scale expertise across the global SE team.
• • Collaborate with Product Management and Engineering to relay market signals, feature gaps, and integration requests that directly influence the roadmap; beta-test new capabilities and author field-enablement content ahead of every major release.
• • Lead quarterly innovation councils with Sales Leadership, Marketing, and Customer Success to refine vertical GTM plays, refine ICP criteria, and prioritize lighthouse accounts that showcase Freshworks’ differentiation.
• • Present at industry conferences, customer advisory boards, and partner summits to evangelize Freshworks’ vision for customer-centric, AI-powered experiences; capture leads and nurture them into pipeline opportunities.
• • Establish success metrics for every engagement—ranging from technical win rate and deal cycle time to customer NPS and expansion ARR—then iterate on methodology to continuously raise the bar.
• • Act as the escalation point for complex security, compliance, and scalability questions; coordinate red-team reviews, penetration-test briefings, and SOC 2 walkthroughs that de-risk enterprise adoption.
• • Foster a culture of experimentation by piloting emerging technologies (serverless functions, event-driven architectures, low-code orchestration) within proof-of-concepts that demonstrate future value to customers and internal stakeholders.