Description
Job Title
Engineering Manager, Forward Deployed Engineering
About the Role
We are seeking a commercially-minded engineering leader to lead our Forward Deployed Engineering (FDE) New Business team in EMEA. This role is pivotal in helping Intercom scale its AI-first platform to the world’s most complex organisations.
Responsibilities
As a hands-on leader, you will:
- Lead, coach, and nurture a high-performing FDE team while operating under pressure in high-stakes customer engagements.
- Own end-to-end outcomes through clarity in communication, speed of execution, tight coordination, and technical quality.
- Operate as a player-coach, actively engaging in strategic deals while developing team capabilities.
- Lead discovery, design, and delivery of tailored technical solutions, including PoCs, evaluations and business value assessments.
- Champion a customer-obsessed culture, noticing early indicators of success or failure in customer engagements and raising and correcting them with urgency.
- Support opportunities with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.
- Contribute to codifying successful deployments into reusable tools, playbooks, and inputs to the product roadmap, and create leverage for Intercom and our customers.
Requirements
- 3+ years of technical experience in roles such as Software Engineer, Forward Deployed Engineer, Solutions Architect, Applied AI or related technical roles.
- Having 2+ years of experience leading technical customer-facing teams, with a proven track record of mentoring and managing high-performing teams.
- Strong technical judgment and the ability to coach engineers through complex architectural trade-offs.
- Comfortable with a problem space that is ambiguous in nature, and capable of translating that ambiguity into clear signals for Product and Engineering and for positive customer outcomes.
- Ability to flex working hours to partner with global teams.
- Excellent communication and presentation skills.
Bonus Skills & Attributes
- Experience selling and deploying AI, data, or highly technical products in complex enterprise environments.
- Curiosity and enthusiasm for AI, with a desire to learn how ML systems are developed and operated in production.
- Experience hiring and managing high-performing teams.
Benefits
We are a well-treated bunch, with awesome benefits!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed
Work Environment
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
Diversity & Inclusion
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.