Senior Solutions Engineer

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.

Key Responsibilities

• 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

Requirements

• Minimum of 5 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!

• 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!