Why This Job is Featured on The SaaS Jobs
Intercom sits in a mature segment of SaaS where product adoption depends on technical credibility as much as commercial alignment. A Senior Sales Solutions Architect role in an AI customer service platform signals work at the intersection of conversational AI, integrations, and enterprise readiness, where deployments often span multiple systems and stakeholders. The focus on Fin and the broader Customer Service Suite places the role close to how modern SaaS vendors package AI capabilities into operational workflows rather than standalone features.
For a SaaS career, this position builds durable leverage in pre and post sale technical advisory work: translating business outcomes into architecture decisions, navigating security and compliance conversations, and shaping automation strategies that customers can actually implement. Regular exposure to APIs, webhooks, and enablement content also develops a portfolio of repeatable patterns that travel well across SaaS categories, especially those selling into support, operations, or IT influenced buying centers.
This role tends to suit professionals who enjoy structured discovery, clear documentation, and pragmatic problem solving across customer and internal teams. It fits someone comfortable moving between code adjacent details and executive level narratives, and who prefers measurable implementation impact over purely conceptual strategy work.
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
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What’s the opportunity?
As a Senior Solutions Architect, 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-focused, 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.
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 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!
*Proof of eligibility to work in the United States is required.
The OTE range for candidates within the Greater Chicago Area is $186,250 - $222,525. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
