Sr. Solution Architect (SA)

Experteer Overview In this role you guide the translation of business outcomes into scalable Freshworks solutions as the senior technical SME for the Americas FPS team. You collaborate across Sales, Solution Engineering, Product/Engineering, Support and Customer Success to shape implementation approaches and ensure successful delivery. You lead design, implementation and expansion efforts, balancing customer goals with product capabilities. You drive value by introducing AI, automation and integrated architectures that improve adoption and outcomes. Compensation / Benefits * Act as the senior technical leader in the Americas FPS team * Collaborate with Sales, Solution Engineering, Product/Engineering, Support and Customer Success to improve internal process efficiencies toward improved customer adoption * Translate high-level solutions into detailed designs during Delivery to meet customer objectives * Lead Expansion by adjusting deployed capabilities to evolving customer needs * Serve as Primary Escalation Contact for Americas, coordinating with Sales, Solution Engineering, Customer Success, Support and Product/Engineering * Act as Product Champion, building confidence in prospects and providing customer feedback to the product team * Design solutions with stakeholders, create architecture diagrams, and deliver presentations * Configure, customize, and deploy Freshworks products, including workflows, automation, integrations, and reporting * Identify opportunities for AI, automation, and agentic capabilities to achieve measurable outcomes * Propose process optimizations to improve operational efficiency * Provide training to customers’ teams and ensure proficient product use * Liaise with Product and Engineering to troubleshoot and resolve technical challenges * Design integrations with other systems and third-party apps * Develop and maintain technical and architectural documentation * Stay updated on industry trends and Freshworks product updates Tasks * 10+ years in ITSM/ESM/ITOM/ITAM * 5+ years guiding leaders to assess and manage technical risks * Ability to read complex situations with competing constraints and balance customer and Freshworks needs * Excellent listening and presentation skills * Proficient in handling ambiguity and objections * Skilled in negotiation and objection handling * Experience mentoring and developing technical talent * Experience navigating difficult technical decisions and communicating tradeoffs to executives, architects, admins, and delivery teams * 7+ years in Professional Services in SaaS * Experience as Solution Architect or Domain Architect in ITIL-oriented/ITSM environments is advantageous * Proficient in creating architecture diagrams, process maps, data-flow diagrams, and clear design docs * Extensive experience with ERP, Accounting, HRMS, IDAM, and related enterprise domains * Strong understanding of Cloud + SaaS * Proficiency in REST API-based integrations; optional familiarity with Javascript/NodeJS * ITIL Certification * Knowledge of Project Management principles Key requirements * Competitive salary + commissions * Health, dental, vision insurance * Equity + ESPP * Flexible PTO * Commuter benefits * Parental leave

_ ITSM/ESM/ITOM/ITAM * 5+ years guiding leaders to assess and manage technical risks * Ability to read complex situations with competing constraints and balance customer and Freshworks needs * Excellent listening and presentation skills * Proficient in handling ambiguity and objections * Skilled in negotiation and objection handling * Experience mentoring and developing technical talent * Experience navigating difficult technical decisions and communicating tradeoffs to executives, architects, admins, and delivery teams * 7+ years in Professional Services in SaaS * Experience as Solution Architect or Domain Architect in ITIL-oriented/ITSM environments is advantageous * Proficient in creating architecture diagrams, process maps, data-flow diagrams, and clear design docs * Extensive experience with ERP, Accounting, HRMS, IDAM, and related enterprise domains * Strong understanding of Cloud + SaaS * Proficiency in REST API-based integrations; optional familiarity with aaaaaaaaaaaaaa Sr. * ITIL Certification * Knowledge of Project Management principles Key requirements * Competitive salary + commissions * Health, dental, vision insurance * Equity + ESPP * Flexible PTO * Commuter benefits * Parental leave