Why This Job is Featured on The SaaS Jobs
Intercom’s AI-first customer support platform sits at a mature point in the SaaS market where product differentiation and enterprise credibility matter as much as feature velocity. A Senior Manager, Solutions Engineering in EMEA is positioned at the intersection of technical validation and go-to-market execution, translating an AI-led product narrative into architectures and evaluations that stand up in large, complex buying environments.
From a SaaS career perspective, this role builds durable leadership experience in pre-sales systems rather than one-off deal work. Owning repeatable playbooks, vertical solution patterns, and cross-functional feedback loops is the kind of operating model that scales across SaaS categories, especially as AI increases scrutiny around data, outcomes, and implementation risk. The remit also develops executive-facing communication and the ability to connect product capability to measurable customer impact, a transferable skill set for senior GTM or product-adjacent paths.
This position suits a player-coach who enjoys balancing strategy with direct deal involvement and who can operate comfortably across Sales, Product, and Engineering. It will appeal to someone motivated by complex sales cycles, team development, and shaping how a technical function shows up in market, particularly within an EMEA context with global stakeholder coordination.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
What's the opportunity?
We’re seeking a transformational Solutions Engineering leader to lead our SE team within the EMEA region. You’ll be a pivotal figure in helping Intercom scale its AI-driven support platform to some of the world’s most well-known brands. This role will shape how we engage with large, complex organizations, defining our go-to-market, building a world-class team, and delivering tangible customer outcomes through innovation and credibility.
This role is both strategic and hands-on. You will lead a Solutions Engineering team focused on winning complex deals, creating vertical-specific solution architectures, and building repeatable playbooks. We believe in leaders who are open to be a player and a coach, regardless of seniority. You’ll collaborate closely with Sales, Success, Product, Engineering, and Services to deliver customer transformation through Intercom’s AI-first platform – be it through strategic guidance as a senior leader on the team, or securing deals with your own technical credibility where needed.
What will I be doing?
- Define and evolve the strategic vision and go-to-market (GTM) approach for the Solutions Engineering function.
- Lead, coach, and scale a high-performing SE team across global regions and core verticals.
- Operate as a player-coach, actively engaging in strategic deals while developing team capabilities.
- Support complex, six-figure sales cycles with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.
- Serve as a trusted technical advisor and executive point of contact for large customers.
- Partner closely with Sales, Product, Marketing, and R&D to shape verticalized GTM motions and solution strategy.
- Champion a customer-obsessed culture across the pre-sales journey – from outbound to implementation.
- Lead discovery, design, and delivery of tailored technical solutions, including PoCs and business value assessments.
- Build reusable, scalable solution frameworks, and industry-specific technical assets.
- Advocate for customer needs and insights internally to influence product roadmap and prioritization.
- Represent Intercom and the SE function externally through executive meetings and strategic events.
- Foster strong relationships with C-level stakeholders, translating AI product capabilities into tangible business impact.
What skills do I need?
- 5+ years of pre-sales experience as a Sales Engineer, Solutions Engineer/Architect, or related individual contributor role.
- Having 3+ years of experience leading technical pre-sales teams, with a proven track record of hiring, mentoring, and managing high-performing teams.
- Ideally, experience selling AI, data, or highly technical products; or at the very least, deep curiosity and utilization of AI on your day-to-day.
- Comfortable with ambiguity in environments with an ability to stay focused and thrive under pressure while working with customers to solve their most challenging issues.
- Have a humble attitude, and a passion to help others, with a willingness to learn whatever it takes to support the team and help our customers thrive.
- A track record of consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on team development and growth
- Able to travel internationally on average once a month
- Ability to flex working hours to partner with teams in US and APAC.
- Excellent communication and presentation skills
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.
#LI-Hybrid
