Principal - Solution Engineering
Core
Technical solution architect for Global Systems Integrator (GSI) partners, focusing on Employee Experience (EX) and ITSM/ESM modernization using Freshservice.
Role type
Principal Solution Architect (GSI Ecosystem)
Builds
Solution narratives, reference architectures, demo flows, and partner enablement assets for ITSM and Enterprise Service Management.
Domain
IT Service Management (ITSM), Employee Experience (EX), Enterprise Service Management (ESM), AI in service operations.
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
solution architecture, presales, partner solution engineering, ITSM/ESM modernization, AI solution narratives, demo creation, discovery guides, reference architecture design, commercial alignment, stakeholder management.
Preferred skills
Freshservice, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine, ITIL, workflow automation, legacy ITSM migration, business case development, go-to-market strategy.
Technologies
Freshservice, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine, AI tools for ticket deflection and agent assist.
Responsibilities
Shape new Freshservice opportunities with GSI partners, translate service challenges into structured solutions, build solution narratives for ITSM modernization and EX expansion, equip BD colleagues with messaging and discovery guides, deliver enablement sessions for partner teams, create reusable assets like demo flows and playbooks, support partner account planning.
Seniority
Principal, hands-on IC with strategic partner enablement
