Principal Solution Engineer (London)

Job Description

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 locations to serve more than 65,000 companies, from startups to public companies, relying on our SaaS solutions to enhance customer (CRM, CX) and employee experiences (ITSM).

Our cloud-based software suite includes Freshdesk (omni-channel support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), and Freshchat (AI-powered bots), supported by Neo, our shared services platform.

Freshworks has been featured in CNBC, Forbes, Fortune, Bloomberg, and has been recognized as a BuiltIn Best Place to Work in San Francisco and Denver for three consecutive years. Our products have received TrustRadius Top Rated Software and G2 Best of Awards for features, value, and relationships.

Job Description

We are seeking a Principal Solutions Engineer to support our UKI business growth. You will serve as a technical expert, assisting our UKI team in closing new deals and consulting or selling to strategic prospects and accounts within Freshworks in the region.

Principal Solutions Engineers lead thought leadership initiatives, create assets based on domain expertise, represent Freshworks at industry events, and lead large deal discussions to help close significant deals. They also mentor regional solution engineering teams.

This role requires strong technical, business, and customer skills to provide deep technical consultation, articulate our value proposition, and lead technical sales efforts. Ideal candidates will have experience in mid-market and enterprise SaaS sales, with a focus on ITSM/ITIL and cloud infrastructure, and the ability to act as a trusted advisor throughout the sales cycle.

Role Profile

1. Thought Leadership - Conduct deep market trend research and analysis to identify problem statements and solutions.
2. Represent GTM teams in product feedback, highlighting gaps and issues affecting solutioning.
3. Create assets based on expertise and market knowledge to build institutional knowledge.
4. Lead large deal discussions with mid to senior-level customer contacts.
5. Mentor senior solution engineers on technical strategies.
6. Build long-term customer partnerships as a trusted advisor.
7. Collaborate with extended teams and drive technical wins through engagement and evangelism.
8. Participate in pre-sales activities: presentations, POCs, RFP/RFI responses, demos, workshops.
9. Scope and ensure success of proof-of-concept projects.
10. Work with partners to develop joint solutions.

Qualifications

1. Excellent written and spoken English; additional European languages are a plus.
2. At least 10 years of relevant experience in technical solution engineering, preferably in ITIL/ITSM or SaaS environments.
3. Experience with cloud infrastructure and SaaS products.
4. Strong communication skills with senior stakeholders including CxOs.
5. Proven ability to manage complex sales cycles in mid-market and enterprise segments.
6. Excellent presentation, listening, and customer-focused skills.
7. Highly motivated with a sense of urgency and team collaboration skills.

Additional Information

At Freshworks, we foster a diverse and inclusive workplace where everyone can reach their potential. We are committed to equal opportunity employment and creating a vibrant, enriching environment for all employees and communities.