Why This Job is Featured on The SaaS Jobs
This Senior Solutions Architect role sits at a familiar SaaS inflection point where product capability, customer outcomes, and technical reality meet. The focus on integrating an AI agent into existing support operations reflects a broader shift in SaaS toward automation that must still satisfy enterprise expectations around security, architecture, and reliability. The remit spans deployment, adoption, and ongoing optimisation, which is often where SaaS value is proven or lost.
For someone building a long-term SaaS career, the work maps closely to high-leverage patterns across the sector: translating business workflows into API and webhook designs, navigating security reviews and RFP-style scrutiny, and feeding structured customer insight back into product and engineering. Experience gained here tends to travel well to roles in solutions architecture, technical account management, platform partnerships, and product-facing technical leadership, especially as AI features become standard across SaaS portfolios.
The role is best suited to a senior practitioner who enjoys being the technical anchor in customer-facing engagements and can switch between hands-on troubleshooting and strategic guidance. It will appeal to professionals who prefer cross-functional influence over pure delivery, and who are motivated by making complex SaaS implementations predictable, scalable, and measurable.
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.
Benefits
- 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!
Apply today to join Intercom and help us deliver exceptional value and trust to our customers while building the future of customer communication.
