Principal AI Solutions Engineer

This is a fully remote position, open to applicants in California.

📋 Description

• Act as the North America AI subject matter expert for Freshservice, collaborating with Sales, Solutions Engineering, Customer Success, Product, and Marketing teams to enhance AI revenue growth and customer outcomes.

• Lead AI advisory initiatives with enterprise clients, facilitating executive workshops, discovery meetings, AI readiness evaluations, discussions on business value, and strategic planning sessions that align AI investments with measurable business goals.

• Collaborate with account teams to identify, qualify, and implement AI opportunities across new business, expansion, and renewal efforts, assisting customers in building strong business cases for AI investments.

• Assist customers in recognizing and prioritizing high-value AI use cases within ITSM, ITOM, ITAM, Employee Service Management, and enterprise workflows, while establishing success criteria and measurable results.

• Present engaging demonstrations, presentations, executive briefings, and proof-of-value sessions that highlight the business impact of Freshservice AI features, such as AI agents, workflow automation, agent productivity, self-service, and conversational experiences.

• Create scalable frameworks, playbooks, value assessments, and best practices that empower teams across North America to effectively position, sell, and illustrate the value of AI solutions.

• Serve as a trusted advisor to Product and Engineering teams by providing customer insights, market trends, competitive analysis, and emerging AI requirements that contribute to future innovation.

• Mentor and support Solutions Engineers, Account Executives, and Customer Success teams on AI positioning, business value discussions, executive engagement, and industry best practices.

⛳️ Requirements

• Over 10 years of experience in Solutions Engineering, Solution Consulting, Technical Advisory, or similar customer-facing technical roles within enterprise software.

• In-depth knowledge of AI, Generative AI, Large Language Models (LLMs), AI agents, automation technologies, and emerging trends influencing enterprise software.

• Demonstrated success in driving business value through transformational technologies, automation efforts, or AI-driven solutions.

• Experience in leading executive workshops, strategic discovery sessions, business value assessments, and consultative customer interactions.

• Strong understanding of ITSM, ITOM, ITAM, Enterprise Service Management, or related operational technologies.

• Ability to link technical capabilities to business outcomes and effectively communicate ROI, success metrics, and value realization strategies.

• Experience in developing scalable programs, methodologies, or frameworks that create impact across a wide customer or sales organization.

• Outstanding communication, presentation, and storytelling abilities, with the capacity to influence both technical and executive audiences.

• Experience collaborating with Product Management, Product Marketing, Customer Success, and Sales leadership to achieve customer and business outcomes.

• Comfortable working independently on multiple strategic initiatives, stakeholders, and customer engagements.

• Experience with digital transformation projects, AI strategy engagements, organizational change initiatives, or business value consulting is highly desirable.

🏝️ Benefits

• Dental, medical, vision, disability, and life insurances.

• Equity + Employee Stock Purchase Plan (ESPP).

• Flexible paid time off (PTO).

• Flexible spending accounts.

• Commuter benefits.

• Wellness benefits.

• Adoption and parental leave benefits.