Freshworks: Solution Architect — Chennai, India

About Freshworks

Freshworks develops cloud-based software for customer and employee experiences. Its product range includes customer support, sales and marketing automation, chat and IT service management. The employer names Freshdesk, Freshsales, Freshmarketer, Freshservice and Freshchat, supported by shared platform services. These applications address different operational needs, from managing customer conversations and sales activity to helping employees obtain IT services. The business emphasises software designed for end users and straightforward implementation.

The position and its setting

Freshworks lists Solution Architect in Chennai, India, under reference P-1001345_1. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 11 August 2026
• Brands: Freshworks

Responsibilities and work described

• Solution Architect (SA) role is a critical internally and externally-facing role within Freshworks Professional Services (FPS) which acts the senior technical SME heavily involved in Sales, Delivery and Expansion phases of the customer lifecycle
• FPS SA is a trusted advisor internally and externally working with the highest level functional and technical resources within Freshworks and the customer organizations to translate business outcome requirements into scalable solutions
• In the Expansion phase, FPS SA will work with the customer to adjust or expand their deployed capabilities by adjusting their implemented solutions to the customer’s updated needs and organizational changes
• Some of the specific SA deliverables and activities are:
• 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
• AI and Automation Solutioning: Identify opportunities for prospects and customers to leverage AI, automation, and agentic capabilities to achieve measurable business outcomes
• Advise customers on the data readiness, governance, security, accuracy, adoption, and operational ownership required to successfully deploy and manage AI-enabled solutions
• Process Optimization: Identify areas for enhancement, proposing efficient solutions to improve operational efficiency
• Training and Support: Provide training to customers’ support agents, administrators, and relevant teams, ensuring the proficient use of Freshworks products during deployments
• Issue Resolution: Liaise with the Product and Engineering teams to 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 3rd-party integrations and facilitate data flow
• Documentation: Develop and maintain comprehensive technical and architectural documentation, covering system configurations, integrations, and customizations
• Stay Informed: Stay updated on industry trends, Freshworks product updates, and best practices to continually enhance the capabilities of the customer support ecosystem
• What success in this role looks like:

Essential requirements and candidate background

• 10+ years of professional experience in ITSM, ESM, ITOM, ITAM
• Technical background with custom script development and presales experience
• Read complex situations with several competing constraints and identify solutions that benefit both the customers and Freshworks
• Listening and presentation skills
• 5+ years working directly with Functional and organizational leaders internally and externally
• Proficiency: handling ambiguity and objections
• Skilled in negotiation and objection handling
• Experience navigating difficult technical decisions and communicating tradeoffs to executives, architects, administrators, and delivery teams
• 7+ years of Professional Services experience in software industry in SaaS platforms
• Previous roles in Solution Architect or Domain Architect within ITIL oriented / ITSM systems are advantageous
• A problem-solving innovator with a knack for thinking outside the box
• Proficient at creating architecture diagrams, process maps, data-flow diagrams, and clear design documentation
• Extensive expertise in Enterprise landscapes across various domains, including ERP systems, Accounting Systems, HRMS, IDAM, and more
• Demonstrated experience in designing customer experience process flows
• Understanding: the Cloud Stack and SaaS products
• Proficiency: developing custom apps and REST API-based integrations

Preferred experience and additional strengths

• Experience: guiding customers in organization change management (OCM) to improve technology adoption is highly desirable
• Preferred, though not mandatory, background in Javascript and NodeJS
• ITIL Certification
• Knowledge: Project Management principals

Location, schedule and contract conditions

• Work arrangement: On-site
• Advertised location: Chennai, India

Conditions requiring the complete notice

Some passages contain complex or combined conditions that have not been reduced to short eligibility statements here. Read the complete linked notice for those passages, including any alternatives, exceptions or restrictions. The concise facts above should not be treated as the full wording of every condition.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Solution Architect vacancy is not an offer for reference P-1001345_1; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Freshworks

Applications follow the official employer page linked below.

Open the official Freshworks posting below and match the title and reference P-1001345_1.

Compare your qualifications and experience with the essential conditions for the Chennai, India position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: JavaScript

A JavaScript example should explain behaviour, not simply name a framework. Describe what the user or service needed, how data moved through the application and how you handled errors, browser behaviour or asynchronous work.

Relevant skills

• JavaScript
• REST APIs
• APIs
• AI/ML
• AI
• sales
• customer support
• training
• stakeholder management
• problem resolution
• Node.js
• accounting
• project management