Solutions Engineer

We are looking for an exceptional Solutions Engineer to join our vibrant Customer Solutions Team. You will 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 will partner closely with Product, R&D, and Engineering to ensure our customers' needs and insights are at the core of our AI-powered solutions.

Your key responsibilities will include:

• Leading technical discovery to identify and address our customers' needs
• Delivering an exceptional pre-sales experience by articulating Intercom's value and technical expertise
• Conducting impactful, value-based solution reviews and in-depth technical sessions
• Designing and leading tailored Proof of Concepts (POCs) that showcase Intercom's capabilities
• Serving as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalating complex issues
• Collaborating cross-functionally with Product and Engineering to represent the customer voice, gathering feedback and insights for product planning
• Building trust with customers by approaching challenges with empathy and curiosity
• Continuously improving processes and contributing to building a best-in-class Solutions Engineering playbook at Intercom
• Committing to customer success, ensuring lasting value and proactively addressing challenges

To succeed in this role, you will need:

• A minimum of 4 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