Overview
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Intercom’s AI agent Fin delivers AI-enhanced customer service and can be combined with our Helpdesk to form the Intercom Customer Service Suite. Intercom, founded in 2011 and trusted by nearly 30,000 global businesses, pushes boundaries and delivers value to customers.
What’s The Opportunity? Intercom is seeking a standout Solutions Engineer to join our dynamic Customer Solutions organization. You will collaborate with the sales team as a trusted advisor to prospects and customers, guiding them through the sales cycle and articulating the value of Intercom at scale. You will partner with Product, R&D, and Engineering to ensure customer needs inform our AI-powered solutions. We operate in a hybrid model with 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 and gather feedback for product planning.
* Build strong 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 communicate value 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 strong curiosity and daily use of AI.
* 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.
* Collaborative mindset with a commitment to go above and beyond to drive team and company success.
* Willing and able to travel up to once a month to meet with clients.
* Experience with Salesforce Service Cloud, Zendesk, Service Now and other Helpdesk platforms is a nice-to-have.
Benefits
* A collaborative, innovative work environment where 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 expect employees to be in the office at least three days per week. We value an open and inclusive culture and focus on doing incredible work to achieve our goals and unite the company through our core values. Intercom is an equal opportunity employer and will not discriminate on protected bases under applicable law.
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