What’s The Opportunity?
Intercom is seeking a standout Senior Enterprise 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 enterprise 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 enterprise customer needs and insights are at the core of our AI-powered solutions.
What Will I Be Doing?
- Lead technical discovery sessions with enterprise 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 enterprise 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 enterprise segment.
- Drive continuous improvement by optimizing internal processes and contributing to the growth of a global Solutions Engineering team.
- Commit to enterprise customer success, proactively solving problems and ensuring lasting value.
What Skills Do I Need?
- Minimum of 7 years of experience as a Solutions Engineer or Architect, with significant experience supporting enterprise SaaS, customer communication, or related technology solutions.
- Strong technical acumen with experience in conducting technical discovery and delivering high-impact presentations to enterprise audiences.
- Ability to solve complex problems independently while thriving in collaborative team environments.
- Proven time management skills in a dynamic, enterprise-focused team environment.
- Demonstrated ability to quickly identify and communicate the value proposition throughout long and complex enterprise sales cycles.
- Extensive experience working with APIs and integrating data from 3rd party data sources in large-scale environments.
- Familiarity with managing enterprise 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 enterprise clients.
- Experience with Salesforce Service Cloud, Zendesk, Service Now and other enterprise 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!
- 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.
