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!
