Principal AI Solutions Engineer

Freshworks • Boston, MA

6d • $158,015 - $195,195 • Remote

About The Position

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 74,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us. Freshworks is seeking a Principal AI Solutions Engineer to serve as the AI technical leader for our North America Employee Experience business. This is a highly strategic, customer-facing role focused on accelerating AI revenue growth, helping customers realize measurable business outcomes from AI investments, and scaling AI success across North America. You will partner with sales teams, executives, customers, product leaders, and fellow Solutions Engineers to position Freshservice AI capabilities, lead AI advisory engagements, and develop scalable programs that increase the impact of AI across our customer base. You will serve as a trusted advisor to customers and internal stakeholders, helping organizations identify high-value AI opportunities, quantify business impact, establish success metrics, and build executive alignment around AI initiatives.

Requirements

• 10+ years of experience in Solutions Engineering, Solution Consulting, Technical Advisory, or related customer-facing technical roles within enterprise software.
• Deep understanding of AI, Generative AI, Large Language Models (LLMs), AI agents, automation technologies, and emerging trends shaping enterprise software.
• Proven track record of driving business value through transformational technologies, automation initiatives, or AI-driven solutions.
• Experience leading executive workshops, strategic discovery sessions, business value assessments, and consultative customer engagements.
• Strong understanding of ITSM, ITOM, ITAM, Enterprise Service Management, or adjacent operational technologies.
• Ability to connect technical capabilities to business outcomes and clearly articulate ROI, success metrics, and value realization strategies.
• Experience developing scalable programs, methodologies, or frameworks that drive impact across a broad customer or sales organization.
• Exceptional communication, presentation, and storytelling skills, with the ability to influence both technical and executive audiences.
• Experience partnering with Product Management, Product Marketing, Customer Success, and Sales leadership to drive customer and business outcomes.
• Comfortable operating independently across multiple strategic initiatives, stakeholders, and customer engagements.

Nice To Haves

• Experience with digital transformation initiatives, AI strategy engagements, organizational change initiatives, or business value consulting is highly desirable.
• Bachelor's degree preferred but not required.

Responsibilities

• Serve as the North America AI subject matter expert for Freshservice, partnering with Sales, Solutions Engineering, Customer Success, Product, and Marketing teams to drive AI revenue growth and customer outcomes.
• Lead AI advisory engagements with enterprise customers, facilitating executive workshops, discovery sessions, AI readiness assessments, business value discussions, and strategic planning sessions that align AI investments to measurable business objectives.
• Partner with account teams to identify, qualify, and execute AI opportunities across new business, expansion, and renewal motions, helping customers build compelling business cases for AI investments.
• Help customers identify and prioritize high-value AI use cases across ITSM, ITOM, ITAM, Employee Service Management, and enterprise workflows, while defining success criteria and measurable outcomes.
• Deliver compelling demonstrations, presentations, executive briefings, and proof-of-value engagements that showcase the business impact of Freshservice AI capabilities, including AI agents, workflow automation, agent productivity, self-service, and conversational experiences.
• Develop scalable frameworks, playbooks, value assessments, and best practices that enable teams across North America to effectively position, sell, and demonstrate the value of AI solutions.
• Act as a trusted advisor to Product and Engineering teams by sharing customer feedback, market trends, competitive intelligence, and emerging AI requirements that help shape future innovation.
• Mentor and enable Solutions Engineers, Account Executives, and Customer Success teams on AI positioning, business value conversations, executive engagement, and industry best practices.

Benefits

• multiple options for dental, medical, vision, disability and life insurances
• Equity + ESPP
• flexible PTO
• flexible spending
• commuter benefits
• wellness benefits
• adoption and parental leave benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed