What's the opportunity?
Intercom is looking for an exceptional Principal Sales 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, and driving our customers to success during their evaluation of our product.
With a natural curiosity, independent thinking, and strong problem-solving skills, you’ll partner closely with Product, Data Science and Engineering to ensure our customers’ needs are met with excellent outcomes for them and Intercom.
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 through your technical expertise
- Conduct impactful, value-based solution reviews and in-depth technical sessions as the customer evaluates our product
- Design and lead tailored Proof of Concepts (POCs) that have clear success criteria and 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 Sales Engineering playbook at Intercom
- Commit to customer success, ensuring lasting value and proactively addressing challenges
What skills do I need?
- Minimum of 7 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
- Understanding and curiosity to deepen your understanding of AI-driven automation, LLMs, and customer support technologies
- 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 architectural and 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 Sales 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
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!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
