Description
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.
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.
- 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 GTM 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 on a daily basis.
- Comfortable with ambiguity in environments with an ability to stay focused and thrive under pressure.
- Humble attitude, and a passion to help others, with a willingness to learn whatever it takes to support the team and help customers thrive.
- Track record of consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on team development and growth.
- Ability to travel internationally on average once a month.
- Flexibility to work with teams in EMEA and APAC.
- Excellent communication and presentation skills.
Benefits:
- Competitive salary (OTE: $251,100-$299,925).
- Corporate bonus program or sales incentive.
- Stock in the form of Restricted Stock Units (RSUs).
- Comprehensive benefits and resources to support health, wellbeing, family, time away from work, and financial future.