Senior Solutions Architect

Intercom • Dublin, Ireland • 1d ago

Why This Job is Featured on The SaaS Jobs

Senior Solutions Architect roles sit at a key junction in modern SaaS: where product capabilities, customer environments, and implementation realities meet. This position is especially relevant in the current wave of AI-enabled support platforms, with responsibilities spanning deployment strategy for an AI agent, integration design, and enterprise-grade considerations like security reviews. The scope signals a SaaS business selling into complex stacks where time-to-value depends on sound architecture, not just configuration.

For a long-term SaaS career, the work builds durable strengths in post-sales technical leadership. Experience translating business goals into API, webhook, and automation patterns carries across categories from customer support to fintech and devtools. Close collaboration with Customer Success, Sales Engineering, and R&D also develops the cross-functional operating model common in mature SaaS organisations, including feeding implementation learnings back into product improvements and documentation.

This role tends to suit professionals who enjoy being both hands-on and advisory, moving between technical deep dives and stakeholder communication. It fits someone comfortable owning ambiguous discovery, producing clear solution narratives, and representing the customer perspective internally. Candidates motivated by applied AI, integration craftsmanship, and enterprise enablement will find the day-to-day aligned with those interests.

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?

As a Senior Engineer in Dublin / London, you’ll be a trusted technical advisor to our customers, helping them integrate, deploy, and maximize the value of Intercom and Fin, our AI Agent. You’ll work closely with Customer Success Managers, Sales Engineers, and R&D teams to provide strategic guidance, technical expertise, and hands-on support for API integrations, security reviews, and AI-driven automation strategies.

This role is ideal for someone who is deeply technical, customer-focussed, and excited about AI-powered customer service. You'll help businesses unlock the full potential of Intercom and Fin, ensuring seamless implementation and long-term success.

What Will I Be Doing?

Assist customers in optimizing Intercom and Fin, ensuring successful deployments and effective usage.
Advise on integrations, helping customers connect Fin with their existing tech stack via APIs, webhooks, and automation workflows.
Lead technical discovery sessions, assess customer requirements and design scalable solutions.
Solve complex technical challenges, working cross-functionally with Customer Success, Sales Engineering, and R&D teams.
Provide technical enablement, educating customers on best practices for AI-driven automation and conversational AI.
Develop a technical point of view to demonstrate Intercom and Fin’s impact on customer support operations.
Support security reviews and RFPs, while assisting with compliance with enterprise architecture best practices.
Advocate for customers internally, providing feedback to Product and Engineering to enhance Intercom and Fin’s capabilities.
Develop technical content, including documentation, integration guides, and knowledge-sharing resources.

What Skills Do I Need?

6+ years of experience in a Solutions Architect, Technical Consultant, or similar role at a SaaS company.
Strong technical expertise in APIs, integrations, and automation frameworks.
Proficiency in REST APIs, JavaScript, HTML and CSS.
Deep understanding of AI-driven automation, LLMs, and customer support technologies.
Experience with security reviews, compliance requirements, and enterprise IT environments.
Excellent communicator, able to convey complex topics to both engineers and non-technical audiences at varying levels of detail and complexity.
A problem-solver who thrives in fast-paced environments and can manage multiple projects.
Passionate about customer success, with a track record of helping businesses adopt and scale new technologies.
Experience with Intercom or similar customer support platforms is a plus.