Senior Solutions Engineer

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What’s The Opportunity?

Intercom is an AI-first company revolutionizing how customer service is delivered today. Our entire platform is driven by an advanced AI Agent who we call Fin, who blends automation with empathy, setting a new standard in customer support. At Intercom, you’ll help shape the future of AI-first customer service, showing our customers the transformative power of artificial intelligence. By inspiring a bold vision and delivering impactful solutions, you’ll make AI-powered support not just possible, but a reality for our customers.

About the Role:

Intercom is looking for an exceptional Solutions Engineer to join our vibrant Customer Solutions Team. In this role, you’ll engage directly with our customers as their trusted advisor, playing a pivotal part in defining and demonstrating value across the entire sales cycle. With a natural curiosity, independent thinking, and strong problem-solving skills, you’ll partner closely with Product, R&D, and Engineering to ensure our customers’ needs and insights are at the core of our AI powered solutions.

What Will I Be Doing?

Lead technical discovery to identify and address our customers’ needs

Deliver an exceptional pre-sales experience by articulating Intercom's value and technical expertise

Conduct impactful, value-based solution reviews and in-depth technical sessions

Design and lead tailored Proof of Concepts (POCs) that showcase Intercom's capabilities

Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalating complex issues

Collaborate cross-functionally with Product and Engineering to represent the customer voice, gathering feedback and insights for product planning

Build trust with customers by approaching challenges with empathy and curiosity

Continuously improve processes and contribute to building a best-in-class Solutions Engineering playbook at Intercom

Commit to customer success, ensuring lasting value and proactively addressing challenges

What Skills Do I Need?

Minimum of 5 years of experience in a technical pre-sales role, managing C-Level technical and business relationships

Strong technical acumen with experience in conducting technical discovery and delivering high-impact value presentations.

Ability to solve problems independently while thriving in collaborative team environments

Proven time management skills in a dynamic team environment

Demonstrated ability to quickly identify and communicate the value proposition throughout the sales cycle.

Leverage your skills in translating complex business challenges into tailored Intercom solutions, effectively communicating with both technical and non-technical audiences to drive understanding and impact.

Experience working closely with product and engineering teams to communicate customer feedback and influence product direction.

Familiarity with managing POCs, RFPs, and addressing complex security questions.

Excellent communication and interpersonal skills, with a passion for leading with empathy and curiosity

Ability to challenge the status quo and continuously improve Solutions Engineering processes and playbooks

Bring an open mind, be a collaborative colleague with a commitment to go above and beyond to drive the success of your team and the company

Willing and able to travel occasionally