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.

What’s The Opportunity?

Intercom is seeking a standout Solutions Engineer to join our dynamic Customer Solutions organization. In this role, you’ll collaborate closely with the sales team while serving as a trusted advisor to prospects and customers, guiding them through the entire sales cycle and clearly articulating the value of Intercom at scale. Your natural curiosity, independent thinking, and problem-solving abilities will also make you a key partner to our Product, R&D, and Engineering teams to ensure customer needs and insights are at the core of our AI-powered solutions.

We currently operate in a hybrid working model and have offices in San Francisco, Chicago, Dublin, London and Sydney.

What will I be doing?

• Lead technical discovery sessions with Intercom’s customers to deeply understand their complex needs and align them with the right solutions.
• Deliver an exceptional pre-sales experience by articulating Intercom’s technical strengths and business value to large organizations.
• Conduct impactful, value-based solution reviews and deep-dive technical sessions tailored to enterprise requirements.
• Design and deliver tailored Proof of Concepts (POCs) that showcase Intercom’s capabilities in enterprise environments.
• Respond to RFPs and address enterprise customer security, compliance, and scalability questions with precision.
• Collaborate cross-functionally with Product, Engineering, and R&D to represent the customer voice, gathering feedback and insights for product planning.
• Build strong, trust-based relationships with enterprise customers by approaching challenges with empathy and curiosity.
• Coordinate with marketing and partners on expanding lead generation and brand presence within the Medium / Enterprise segment.
• Drive continuous improvement by optimizing internal processes and contributing to the growth of a global Solutions Engineering team.
• Commit to customer success, proactively solving problems and ensuring lasting value.

What skills do I need?

• Minimum of 6 years of experience as a Solutions Engineer or Architect, with significant experience supporting Medium / Enterprise SaaS, customer communication, or related technology solutions.
• Strong technical acumen with experience in conducting technical discovery and delivering high-impact presentations to Medium / Enterprise audiences.
• Ability to solve complex problems independently while thriving in collaborative team environments.
• Proven time management skills in a dynamic, focused team environment.
• Demonstrated ability to quickly identify and communicate the value proposition throughout long and complex sales cycles.
• Extensive experience working with APIs and integrating data from 3rd party data sources in large-scale environments.
• Familiarity with managing POCs, RFPs, and addressing advanced security, compliance, and integration questions.
• Experience selling AI, data, or highly technical products; or at the very least, deep curiosity and utilization of AI on your day-to-day.
• Experience working closely with product and engineering teams to communicate enterprise customer feedback and influence product direction.
• 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 for enterprise customers.
• 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 up to once a month to meet with our clients.
• Experience with Salesforce Service Cloud, Zendesk, Service Now and other Helpdesk platforms is a nice-to-have.

Benefits

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

• A collaborative, innovative work environment where your contributions have a direct impact on the company and its enterprise customers.
• Opportunities for professional development and growth.
• A culture that fosters curiosity, customer obsession, and technical excellence.
• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews—great work is rewarded!
• Flexible paid time off policy.
• Paid Parental Leave Program.
• 401k plan & match.
• In-office bicycle storage.
• Fun events for Intercomrades, friends, and family!

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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