# Manager, Solutions Engineering (Mid-Market & Enterprise)

**Company**: Intercom
**Location**: Chicago, Illinois
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $202,500 - $251,550
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/7644940
**Canonical**: https://yubhub.co/jobs/job_8f9369be-77b

## Description

We're seeking a transformational Solutions Engineering leader to lead our Mid-Market and Enterprise SE teams. 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 will shape how we engage with large, complex organisations, defining our go-to-market, building a world-class team, and delivering tangible customer outcomes through innovation and credibility. 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 be a player and a coach, regardless of seniority.

You'll collaborate closely with Sales, Success, Product, Engineering, and Services to deliver customer transformation through Intercom's AI-first platform – be it through strategic guidance as a senior leader on the team, or securing deals with your own technical credibility where needed.

### Responsibilities

- Define and evolve the strategic vision and go-to-market (GTM) 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 GTM 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.

- Having 2+ years of experience leading technical pre-sales teams, with a proven track record of hiring, mentoring, and managing high-performing teams.

- Ideally, experience selling AI, data, or highly technical products; or at the very least, deep curiosity and utilization of AI on your day-to-day.

- 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.

- Have a 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

- Able to travel internationally on average once a month

- Excellent communication and presentation skills

### 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!

## Skills

### Required
- pre-sales experience
- Sales Engineer
- Solutions Engineer/Architect
- AI
- data
- technical products
- deep curiosity
- utilization of AI
- ambiguity
- focus
- thriving under pressure
- humble attitude
- passion to help others
- willingness to learn
- team development
- growth
- travel internationally
- excellent communication
- presentation skills