Freshworks Hiring for Solution Architect (ITSM) at Bengaluru Full Time

Job Description

Freshworks revolutionizes how world-class organizations collaborate with customers and colleagues through a comprehensive suite, including Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), and Freshteam (HR management system).

In this role, you will engage daily with a diverse array of external customers and internal teams, bridging the gap between solution development and sales. You will also play a pivotal role in implementing Freshworks products and creating resources and materials to facilitate the expansion of our processes across various industries and regions.

As a Solution Architect (SA), you will hold a senior position within the Professional Services team, overseeing the technical and architectural aspects of our deals. Your collaboration with the Professional Services team and Presales engineers will involve guiding the discovery process, assessing technical compatibility, mapping out integrations, and monitoring feature requests for strategic opportunities across different regions. In this role, we expect you to be a recognized domain expert in customer support and a dedicated advocate for our in-house product.

Your role and responsibilities:

• Solution Design: Collaborate with stakeholders to gather requirements and develop custom Freshworks product solutions in line with business goals and industry standards. Create architecture diagrams for proposed designs and deliver presentations.
• Technical Implementation: Configure, customize, and deploy Freshworks products, encompassing workflows, automation, integrations, and reporting, to elevate customer support operations.
• Process Optimization: Identify areas for enhancement, proposing efficient solutions to improve customer satisfaction and operational efficiency.
• Documentation: Develop and maintain comprehensive technical and architectural documentation, covering system configurations, integrations, and customizations.
• Training and Support: Provide training to support agents, administrators, and relevant teams, ensuring the proficient use of Freshworks products and ongoing support.
• Issue Resolution: Troubleshoot and resolve technical challenges and implementation issues related to Freshworks products.
• Integrations Design: Create and integrate Freshworks products with other systems and third-party applications to streamline support processes and facilitate data flow.
• Product Champion: Act as a product leader in the region, instilling confidence in prospects during the sales cycle, devising innovative solutions during implementation, assessing existing enterprise customer health for improvement suggestions, and providing valuable customer feedback to the product team.
• Stay Informed: Stay updated on industry trends, Freshworks product updates, and best practices to continually enhance the capabilities of the customer support ecosystem.

Our perfect match:

• Bringing 10+ years of relevant experience to the table
• Hands-on experience in configuring ITSM SAAS products such as ServiceNow, ManageEngine, Symphony Summit, OTRS etc.
• Well rounded exposure to ITSM/ITIL/ITAM/ITOM and weigh in on the pros and cons of various solutions.
• Understanding of SAAS products and methodology
• Exceptional ability to make decisions that benefit both the company and customers
• Quick grasp of product and process knowledge
• A domain expert and product/channel adoption evangelist
• Proficient in handling ambiguity and objections
• Strong technical background with hands-on scripting and presales experience
• Skilled at saying No when necessary without jeopardizing relationships
• Understanding of integrations (REST APIs) with cloud systems.

Qualifications

• A problem-solving innovator with a knack for thinking outside the box
• Proficient at transforming concepts into easily digestible flowcharts
• Extensive expertise in Enterprise landscapes across various domains, including ERP systems, Accounting Systems, HRMS, IDAM, and more
• Demonstrated experience in designing customer experience and customer support 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
• Previous roles in Solution Architect or Domain Architect with any ITSM / ITAM / ITOM Software are advantageous
• Project management experience is a valuable asset
• Essential prior experience as a Solution Architect in both Product and Services companies

Additional Information

We are also returning back to the office in phases, and will expect those hired to work out of the Chennai office upon joining.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.