Senior Manager, Forward Deployed Engineering

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

We are seeking a commercially-minded engineering leader to build and lead our Forward Deployed Engineering (FDE) New Business team. This role is pivotal in helping Intercom scale its AI-first platform to the world’s most complex organizations.

You will own both the technical execution and the business value outcomes, ensuring that our high-stakes deployments result in tangible success for our customers.

What will I be doing?

• 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.
• Support complex, seven-figure opportunities with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.
• Codify successful deployments into reusable tools, playbooks, and inputs to the product roadmap, and create leverage for Intercom and our customers.
• Champion a customer-obsessed culture, noticing early indicators of success or failure in customer engagements and raising and correcting them with urgency.
• Lead discovery, design, and delivery of tailored technical solutions, including PoCs, evaluations and business value assessments.
• Represent Intercom and the FDE function externally through executive meetings and strategic events.

What skills do I need?

• 5+ years of technical experience in roles such as Software Engineer, Forward Deployed Engineer, Solutions Architect, Applied AI or related technical roles.
• Having 3+ years of experience leading technical customer-facing teams, with a proven track record of hiring, mentoring, and managing high-performing teams.
• Experience selling and deploying AI, data, or highly technical products in complex enterprise environments.
• 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.

Benefits

• 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!

The base salary range for candidates within the San Francisco Bay Area is $252,000 - $280,000.