Director, Solutions Engineering

We're seeking a transformational Solutions Engineering leader to lead our Mid Market and Enterprise SE teams in North America. You'll be a pivotal figure in helping Intercom scale its AI-driven support platform to some of the world's most well-known brands.

What's the opportunity? We’re looking for a leader who can define and evolve the strategic vision and go-to-market approach for the Solutions Engineering function, lead and coach a high-performing SE team, and operate as a player-coach in strategic deals.

Responsibilities:

• Define and evolve the strategic vision and go-to-market approach for the Solutions Engineering function.
• Lead, coach, and scale a high-performing SE team across global regions and core verticals.
• Operate as a player-coach, actively engaging in strategic deals while developing team capabilities.
• Support complex sales cycles with technical guidance, architecture, demos, and product evaluation support.
• Serve as a trusted technical advisor and executive point of contact for large customers.
• Partner closely with Sales, Product, Marketing, and R&D to shape verticalized go-to-market motions and solution strategy.
• Champion a customer-obsessed culture across the pre-sales journey.
• Lead discovery, design, and delivery of tailored technical solutions, including PoCs and business value assessments.
• Build reusable, scalable solution frameworks, and industry-specific technical assets.
• Advocate for customer needs and insights internally to influence product roadmap and prioritization.
• Represent Intercom and the SE function externally through executive meetings and strategic events.
• Foster strong relationships with C-level stakeholders, translating AI product capabilities into tangible business impact.

Requirements:

• 5+ years of pre-sales experience as a Sales Engineer, Solutions Engineer/Architect, or related individual contributor role.
• 3+ years of experience leading technical pre-sales teams, with a proven track record of hiring, mentoring, and managing high-performing teams.
• Experience selling AI, data, or highly technical products; or deep curiosity and utilization of AI.
• Comfortable with ambiguity and able to stay focused and thrive under pressure.
• Humble attitude, passion to help others, and willingness to learn.
• Track record of consistently delivering revenue numbers, producing accurate forecasts, and maintaining a focus on team development and growth.
• Excellent communication and presentation skills.

Benefits:

• OTE salary range: $328,500-$392,375.
• Base pay range subject to change.
• Eligible for corporate bonus program, sales incentive, and stock in the form of Restricted Stock Units (RSUs).
• Hybrid working policy, with expectation to be in the office at least three days per week.
• Benefits and programs designed to support health, wellbeing, family, time away from work, and financial future.