Senior Solutions Architect

Intercom • Dublin, Ireland • 1m ago

Why This Job is Featured on The SaaS Jobs

This Senior Solutions Architect position sits at a common SaaS inflection point where product capability, customer outcomes, and platform extensibility meet. The work centres on implementing and optimising an AI agent alongside a core customer messaging product, which reflects how modern SaaS vendors are embedding automation into customer-facing workflows. The emphasis on integrations, security reviews, and enterprise requirements signals a role closely connected to real production environments rather than purely pre-sales demos.

From a SaaS career perspective, the role builds durable expertise in the mechanics of adoption at scale: translating business goals into API designs, guiding customers through deployment trade-offs, and feeding implementation learnings back into Product and Engineering. Exposure to RFPs, compliance conversations, and technical enablement also develops the ability to operate across the full post-sale lifecycle, a skill set that transfers well across B2B SaaS platforms with ecosystems and partner integrations.

This role is best suited to a senior, deeply technical professional who enjoys being customer-facing while staying close to architecture and hands-on problem solving. It will appeal to someone comfortable navigating ambiguity across stakeholders and who prefers work that blends advisory influence with practical delivery in a SaaS environment shaped by AI-driven automation.

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.