Principal - Solution Engineering

📋 Description Work with GSI partners to identify and shape new Freshservice opportunities linked to employee Support early-stage discovery with partner teams and end customers, translating service challenges Build solution narratives across ITSM modernisation, employee self-service, workflow automation Identify where existing EX or ITSM footprints can expand into broader Enterprise Service Management Position AI as a practical accelerator: self-service, ticket deflection, agent assist, knowledge Equip our two Business Development colleagues with messaging, discovery questions, and 🎯 Requirements Experience in solution architecture, presales, consulting, or partner solution engineering Strong understanding of Employee Experience, ITSM, ESM, service desk modernisation, and internal Experience working with GSIs, systems integrators, consulting firms, or other partner-led business Ability to build EX, ESM, and AI solution narratives, and to support both new business and Understanding of AI use cases in service management — self-service, agent assist, automation Experience creating demos, discovery guides, enablement content, and reference architectures 🎁 Benefits Welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities Equal opportunity employment Diversity in the workplace creating a vibrant, richer environment