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.
As a player-coach, you'll operate strategically and hands-on, leading a Solutions Engineering team focused on winning complex deals, creating vertical-specific solution architectures, and building repeatable playbooks. You'll collaborate closely with Sales, Success, Product, Engineering, and Services to deliver customer transformation through Intercom's AI-first platform.
Key responsibilities include:
- Defining and evolving the strategic vision and go-to-market approach for the Solutions Engineering function.
- Leading, coaching, and scaling a high-performing SE team across global regions and core verticals.
- Operating as a player-coach, actively engaging in strategic deals while developing team capabilities.
- Supporting complex, six-figure sales cycles with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.
- Serving as a trusted technical advisor and executive point of contact for large customers.
- Partnering closely with Sales, Product, Marketing, and R&D to shape verticalized GTM motions and solution strategy.
- Championing a customer-obsessed culture across the pre-sales journey – from outbound to implementation.
Requirements include:
- 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
Benefits include:
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.