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Freshworks is a leading provider of cloud-based customer engagement software.

Solution Architect - Customer Onboarding
Chennai, IN
Job Description / Skills Required

About the company:

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks Software-as-a-Service (SaaS) products provide a 360-degree view of the customer, are ready to go, easy to use, and offer a quick return on investment. Headquartered in San Mateo, USA, Freshworks 2,000+ team members work in offices throughout the world. Freshworks has global offices in India, Singapore, Australia, UK, Netherlands, France and Germany.  The company counts over 220,000 businesses in its customer-for-life community around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling TV,  and Cisco.

Freshworks’ suite of products that transform the way world-class organizations collaborate with customers and co-workers, include Freshdesk (Omni-channel customer support), Freshservice (IT Service Desk), Freshsales (Intuitive fully-integrated CRM), Freshmarketer (Marketing Automation Suite), Freshteam (HR Management System for growing teams), Freshchat (Modern messaging software) and Freshcaller (Cloud PBX system).

Freshworks has received numerous accolades from analysts and media including making it to Forbes’ Cloud 100 list, Economic Times Startup of the Year, 2019 LinkedIn Top 25 Companies to work for in India and a listing on the Magic Quadrant for CRM Customer Engagement & IT Service Management. While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $250 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at

Experience: 8-10 years (4-6 years relevant Experience internally)

Work collaboratively with the Customer / Partners / internal teams like customer onboarding team, product engineering teams, marketplace etc, to provide estimations, technical solutions and action items mapped to the client’s business goals and objectives. This will be documented with recommendations and observations mapped to strategic business objectives.

Make sure all deliverables are completed, manage related schedules, meet milestones, and bring creative/technical success to the customer experience.

Understand, document, the business requirements from the customer and translate into a design according to scope.

Analyze client's use-case, capture the business problem and advise them on how to configure their Freshworks products in order to quickly and deftly make more helpful and efficient suggestions for their business.

Provide proactive and prescriptive architecture guidance for the most complex business needs.

Have expert level understanding of the Freshworks products /architecture / APIs

Good knowledge of Marketplace platform

Building Custom Apps / Integrations for various solutioning requests across multiple products

Strong scripting skills in any language for eg. Ruby/Python/Perl etc

Strong data analytics skills with SQL

General understanding of JavaScript frameworks such as jQuery, Ember etc.

Provide prompt and accurate feedback to the developers

Document knowledge in the form of blogs, knowledge base tech notes and articles


Good in problem analysis, design, troubleshooting, requirement analysis

Solid verbal, written, presentation and interpersonal communication skills.

Fast learner and can pick up new technologies.