Why This Job is Featured on The SaaS Jobs
Solutions Engineering sits at a key junction in modern SaaS, where product capability, customer outcomes, and commercial strategy meet. This Intercom role is notable because it is anchored in AI powered solutions and positions the Solutions Engineer as a technical advisor across the full sales cycle, from discovery through proof of concept, rather than limiting the work to demos alone. The remit also signals a company operating with mature go to market motions where technical validation and security diligence are routine parts of winning business.
For a SaaS career, this kind of seat builds durable leverage. It develops fluency in translating product primitives into measurable business value, handling the recurring SaaS artifacts of RFPs, security reviews, and stakeholder alignment, and learning how customer feedback is shaped into product inputs. The cross functional touchpoints with Product, R and D, and Engineering are especially relevant for professionals who want to understand how roadmap decisions are influenced by pre sales realities.
The role fits someone who prefers consultative problem solving, enjoys running structured technical conversations, and can switch between executive level framing and hands on depth. It also suits professionals who want to contribute to repeatable pre sales practices, given the emphasis on improving processes and building a Solutions Engineering playbook.
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
About the Role:
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
- 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).
