Staff Forward Deployed Engineer

In the last six months, we experienced an increase in demand for software engineers who work closely with our most strategic customers and help bridge the gap between their business goals and our AI Agent for Customer Service, Fin.

As a Staff Forward Deployed Engineer, you’ll work directly with these customers and our Go-To-Market team to deeply understand use cases and design, build, and implement solutions for them. You’ll operate with a high degree of autonomy and trust: expected to set direction, own outcomes, and represent Intercom confidently in high-stakes customer contexts.

Your responsibilities will include:

• Leading the adoption of Fin by helping prospects unlock the power of Intercom’s AI capabilities to automate and scale their support operations.
• Embedding deeply with strategic customers to understand their business challenges and technical requirements, acting as a proactive partner who steers them toward outstanding results with Fin.
• Working hands-on with customers’ technical teams as a confident subject-matter expert and trusted advisor, coding side-by-side to drive projects to completion.
• Collaborating closely with Sales, Success, and Product teams, and actively influencing their work to ensure seamless customer experiences, project success, and timely, actionable product feedback.
• Leading and evolving the Forward Deployed Engineering function, sharing insights and shaping how the role operates as it grows.
• Leveraging connections across our strategic accounts to anticipate challenges, align stakeholders quickly and influence decisions that drive us to success.
• Providing guidance and mentorship to Forward Deployed Engineers and Solutions Engineers as we continue to scale.

We are looking for someone with:

• A demonstrated track record of autonomous decision-making, prioritisation and accountability for outcomes.
• Interest in AI/ML and ability to ramp up on unfamiliar concepts quickly.
• Deep knowledge of a high-level programming language.
• Decisive and pragmatic approach to problem-solving.
• Strong communication skills and ability to tailor the message to any audience.
• Willingness to travel and work on-site with customers to build strong relationships and deeply understand their needs.