Why This Job is Featured on The SaaS Jobs
Solutions Engineering sits at a key intersection in SaaS, translating product capability into customer outcomes during complex buying cycles. This Solutions Engineer role is notable because it is anchored in AI powered customer communication software, where technical discovery and value demonstration often determine whether a platform becomes embedded in support and go to market workflows. The LATAM focus also signals work across multilingual, region specific requirements that frequently shape SaaS adoption.
For a SaaS career, the scope spans the full pre sales arc, from discovery through tailored proof of concept design, plus the structured rigor of RFP and security evaluation. That combination builds durable skills in solution architecture, stakeholder management, and communicating tradeoffs to both technical and non technical audiences. The explicit partnership with Product and Engineering further adds exposure to how customer feedback is converted into roadmap inputs, a common lever for improving retention and expansion in subscription businesses.
This role tends to suit professionals who enjoy consultative problem solving and can move between business context and technical detail without losing clarity. It fits someone comfortable owning meetings with senior stakeholders, running structured technical sessions, and contributing to repeatable enablement materials such as playbooks and standard responses. Occasional travel and in office work suggest a preference for direct collaboration and customer proximity.
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?
Intercom is looking for an exceptional Solutions Engineer to join our vibrant Customer Solutions Team. In this role, you’ll engage directly with our customers as their trusted advisor, playing a pivotal part in defining and demonstrating value across the entire sales cycle. With a natural curiosity, independent thinking, and strong problem-solving skills, you’ll partner closely with Product, R&D, and Engineering to ensure our customers’ needs and insights are at the core of our AI powered solutions.
What will I be doing?
- Lead technical discovery to identify and address our customers’ needs
- Deliver an exceptional pre-sales experience by articulating Intercom's value and technical expertise
- Conduct impactful, value-based solution reviews and in-depth technical sessions
- Design and lead tailored Proof of Concepts (POCs) that showcase Intercom's capabilities
- Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalating complex issues
- Collaborate cross-functionally with Product and Engineering to represent the customer voice, gathering feedback and insights for product planning
- Build trust with customers by approaching challenges with empathy and curiosity
- Continuously improve processes and contribute to building a best-in-class Solutions Engineering playbook at Intercom
- Commit to customer success, ensuring lasting value and proactively addressing challenges
What skills do I need?
- Minimum of 4 years of experience in a technical pre-sales role, managing C-Level technical and business relationships
- Portuguese Fluency requires, Spanish also preferred
- Strong technical acumen with experience in conducting technical discovery and delivering high-impact value presentations.
- Ability to solve problems independently while thriving in collaborative team environments
- Proven time management skills in a dynamic team environment
- Demonstrated ability to quickly identify and communicate the value proposition throughout the sales cycle.
- Leverage your skills in translating complex business challenges into tailored Intercom solutions, effectively communicating with both technical and non-technical audiences to drive understanding and impact.
- Experience working closely with product and engineering teams to communicate customer feedback and influence product direction.
- Familiarity with managing POCs, RFPs, and addressing complex security questions.
- 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
- 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 occasionally
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!
The OTE range for candidates within the Greater Chicago Area is $146,750 - $193,500. Actual pay will depend on a variety of factors such as education, skills, experience, location, etc. The 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).
