Note: The job is a remote job and is open to candidates in USA. Freshworks is a company that builds uncomplicated service software to enhance customer and employee experiences. They are seeking a Principal AI Solutions Engineer to lead AI initiatives in North America, focusing on driving AI revenue growth and helping customers achieve measurable outcomes from their AI investments.
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
Skills
- 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
- 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
Benefits
- Commissions
- Bonus/equity may be available
- Freshworks offers 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
Company Overview
Freshworks is building and delivering online cloud-based software-as-a-service that provides helpdesk support with automation solutions. It was founded in 2010, and is headquartered in San Mateo, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.freshworks.com.Company H1B Sponsorship
Freshworks has a track record of offering H1B sponsorships, with 3 in 2026, 20 in 2025, 23 in 2024, 7 in 2023, 11 in 2022, 10 in 2021, 4 in 2020. Please note that this does not guarantee sponsorship for this specific role.