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.

This role is both strategic and hands-on. You will lead a Solutions Engineering team focused on winning complex deals, creating vertical-specific solution architectures, and building repeatable playbooks. We believe in leaders who are open to being a player and a coach, regardless of seniority.

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, six-figure sales cycles with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.
• 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 – from outbound to implementation.
• 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 on a daily basis.
• Comfortable with ambiguity in environments with an ability to stay focused and thrive under pressure while working with customers to solve their most challenging issues.
• Humble attitude, and a passion to help others, with a willingness to learn whatever it takes to support the team and help our customers thrive.
• A track record of consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on team development and growth.
• Excellent communication and presentation skills.

Benefits:

• Competitive salary: $295,650-$353,140 OTE salary range for candidates within the Greater Chicago Area.
• Corporate bonus program or sales incentive.
• Stock in the form of Restricted Stock Units (RSUs).
• Hybrid working policy, with flexibility to work from home.
• Benefits and programs designed to support health and wellbeing, family, time away from work, and financial future.