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, drive revenue growth, and help customers achieve measurable outcomes from AI investments across North America.

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
• 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

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