Principal AI Solutions Engineer

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

📋 Description

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

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

• Collaborate with account teams to discover, qualify, and implement AI opportunities across new business, expansion, and renewal efforts, assisting clients in constructing persuasive business cases for AI investments.

• Assist clients in recognizing and prioritizing high-impact AI use cases in ITSM, ITOM, ITAM, Employee Service Management, and enterprise workflows while establishing success criteria and measurable outcomes.

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

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

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

• Mentor and support Solutions Engineers, Account Executives, and Customer Success teams on AI positioning, discussions of business value, 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 the enterprise software sector.

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

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

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

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

• Capability to link technical features 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 goals.

• Comfortable working independently across various strategic initiatives, stakeholders, and customer interactions.

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

• Bachelor's degree is preferred but not mandatory.

🏝️ Benefits

• Dental, medical, vision, disability, and life insurance options.

• Equity and Employee Stock Purchase Plan (ESPP).

• Flexible Paid Time Off (PTO).

• Flexible spending accounts.

• Commuter benefits.

• Wellness benefits.

• Adoption and parental leave benefits.