[Remote] Principal AI Solutions Engineer

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.ResponsibilitiesServe 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 outcomesLead 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 objectivesPartner 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 investmentsHelp 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 outcomesDeliver 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 experiencesDevelop scalable frameworks, playbooks, value assessments, and best practices that enable teams across North America to effectively position, sell, and demonstrate the value of AI solutionsAct 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 innovationMentor and enable Solutions Engineers, Account Executives, and Customer Success teams on AI positioning, business value conversations, executive engagement, and industry best practicesSkills10+ years of experience in Solutions Engineering, Solution Consulting, Technical Advisory, or related customer-facing technical roles within enterprise softwareDeep understanding of AI, Generative AI, Large Language Models (LLMs), AI agents, automation technologies, and emerging trends shaping enterprise softwareProven track record of driving business value through transformational technologies, automation initiatives, or AI-driven solutionsExperience leading executive workshops, strategic discovery sessions, business value assessments, and consultative customer engagementsStrong understanding of ITSM, ITOM, ITAM, Enterprise Service Management, or adjacent operational technologiesAbility to connect technical capabilities to business outcomes and clearly articulate ROI, success metrics, and value realization strategiesExperience developing scalable programs, methodologies, or frameworks that drive impact across a broad customer or sales organizationExceptional communication, presentation, and storytelling skills, with the ability to influence both technical and executive audiencesExperience partnering with Product Management, Product Marketing, Customer Success, and Sales leadership to drive customer and business outcomesComfortable operating independently across multiple strategic initiatives, stakeholders, and customer engagementsExperience with digital transformation initiatives, AI strategy engagements, organizational change initiatives, or business value consulting is highly desirableBachelor's degree preferred but not requiredBenefitsCommissionsBonus/equity may be availableFreshworks offers multiple options for dental, medical, vision, disability and life insurancesEquity + ESPPFlexible PTOFlexible spendingCommuter benefitsWellness benefitsAdoption and parental leave benefitsCompany OverviewFreshworks 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 SponsorshipFreshworks 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.