Sr. Solution Architect (SA)

About the role

Freshworks builds uncomplicated service software that delivers exceptional customer and employee experiences. The Sr. Solution Architect (SA) is a critical internally and externally-facing role within Freshworks Professional Services (FPS), acting as the senior technical subject-matter expert heavily involved in Sales, Delivery, and Expansion phases of the customer lifecycle.

The FPS Senior SA serves as a trusted advisor, working with the highest-level functional and technical resources within Freshworks and customer organizations to translate business outcome requirements into scalable solutions. In this role, the Senior SA will lead the Americas Technical team in consulting behavior, best practices development and deployment, technical and product risk management, and overall portfolio risk management.

Responsibilities

• Act as the senior technical leader in the Americas FPS team.
• Collaborate with Sales, Solution Engineering, Product/Engineering, Support, and other Customer Success functions to improve internal process efficiencies toward improved customer adoption.
• During the Sales cycle, work closely with the Freshworks Presales team to understand prospects' pain points and solutions discussed, then interact directly with prospects' leadership and functional owners to devise the best implementation approach aligned with industry and FPS best practices.
• During the Delivery phase, translate the high-level solution provided during the sales cycle into detailed design information to meet the customer’s objectives and guide FPS technical resources in implementing the final solution.
• In the Expansion phase, work with the customer to adjust or expand their deployed capabilities by modifying implemented solutions to meet updated needs and organizational changes.
• Serve as the Primary Escalation Contact for the Americas Region, staying aware of the technical status of major initiatives and engagements, and coordinating communication with stakeholders such as Sales, Solution Engineering, Customer Success, Support, and Product/Engineering.
• Act as a Product Champion in the region, instilling confidence in prospects during the sales cycle, devising innovative solutions during implementation, assessing enterprise customer health for improvement suggestions, and providing valuable feedback to the product team.
• Collaborate with stakeholders to gather requirements and develop custom Freshworks product solutions aligned with business goals and industry standards; create architecture diagrams and deliver presentations.
• Configure, customize, and deploy Freshworks products, including workflows, automation, integrations, and reporting.
• Identify opportunities for prospects and customers to leverage AI, automation, and agentic capabilities to achieve measurable business outcomes; advise on data readiness, governance, security, accuracy, adoption, and operational ownership for AI-enabled solutions.
• Identify areas for process enhancement and propose efficient solutions to improve operational efficiency.
• Provide training to customers’ support agents, administrators, and relevant teams to ensure proficient use of Freshworks products during deployments.
• Liaise with Product and Engineering teams to troubleshoot and resolve technical challenges and implementation issues related to Freshworks products.
• Design and integrate Freshworks products with other systems and third-party applications to streamline integrations and facilitate data flow.
• Develop and maintain comprehensive technical and architectural documentation, covering system configurations, integrations, and customizations.
• Stay updated on industry trends, Freshworks product updates, and best practices to continually enhance the capabilities of the customer support ecosystem.

Qualifications

• 10+ years of professional experience in ITSM, ESM, ITOM, or ITAM.
• Experience guiding customers in organizational change management (OCM) to improve technology adoption is highly desirable.
• 5+ years of experience working with internal and external leaders to assess and manage technical risks at the highest levels.
• Ability to read complex situations with competing constraints and identify solutions that benefit both customers and Freshworks.
• Excellent listening and presentation skills; proficient in handling ambiguity and objections.
• Skilled in negotiation and objection handling.
• Previous experience mentoring and developing technical talent.
• Experience navigating difficult technical decisions and communicating tradeoffs to executives, architects, administrators, and delivery teams.

Skills

• 7+ years of Professional Services experience in the software industry, specifically with SaaS platforms.
• Previous roles as a Solution Architect or Domain Architect within ITIL-oriented or ITSM systems are advantageous.
• A problem-solving innovator with a knack for thinking outside the box.
• Proficient at creating architecture diagrams, process maps, data-flow diagrams, and clear design documentation.
• Extensive expertise in enterprise landscapes across domains such as ERP systems, Accounting Systems, HRMS, IDAM, and more.
• Demonstrated experience in designing customer experience process flows.
• Strong understanding of the Cloud Stack and SaaS products.
• Proficiency in developing custom apps and REST API-based integrations.
• Preferred (though not mandatory) background in JavaScript and NodeJS.
• ITIL Certification.
• Knowledge of Project Management principles.

Pay

The annual salary range for this position is $115,700–$166,400 USD plus commissions. Compensation is based on factors including location, experience, job-related skills, and level. Bonus and equity may be available.

Benefits

• Multiple options for dental, medical, vision, disability, and life insurance.
• Equity plus Employee Stock Purchase Plan (ESPP).
• Flexible PTO, flexible spending, and commuter benefits.
• Wellness benefits.
• Adoption and parental leave benefits.