Why This Job is Featured on The SaaS Jobs
Solutions Engineering sits at a key junction in SaaS where product capability, customer outcomes, and commercial motion meet. This role is notable because it is anchored in pre sales technical discovery, proof of concept design, and value based solution reviews for an AI powered platform, which are core levers in how modern SaaS vendors earn trust and reduce adoption risk. The LATAM focus also signals work across varied customer contexts where language and regional nuance can shape technical evaluation.
For a SaaS career, this kind of seat builds durable strengths in translating ambiguous business problems into implementable product narratives, handling security and RFP depth, and shaping internal priorities through structured customer feedback. The cross functional proximity to Product and Engineering is particularly relevant in SaaS, where iteration cycles and roadmap decisions are strongly influenced by patterns seen during evaluations and early deployments.
The role tends to suit professionals who like combining consultative communication with hands on technical problem solving, and who are comfortable owning a thread from first discovery through stakeholder alignment. It can fit someone aiming to deepen pre sales craft while developing a broader view of how SaaS products are positioned, validated, and operationalised across markets.
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 San Francisco Bay Area is $163,000 - $215,000. 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).
