Staff Forward Deployed Engineer

As a Staff Forward Deployed Engineer, you'll work directly with our most strategic customers and our Go-To-Market team to deeply understand use cases and design, build, and implement solutions for them. You'll operate with a high degree of autonomy and trust: expected to set direction, own outcomes, and represent Intercom confidently in high-stakes customer contexts.

In addition, you'll lead by example: acting as a cross-functional force multiplier who influences product direction with field insight and helps define what Forward Deployed Engineering means at Intercom.

If you're looking for ownership, creativity, and the chance to steer R&D and Go-To-Market teams in a fast-paced environment, this role is for you.

Responsibilities:

• Lead the adoption of Fin by helping prospects unlock the power of Intercom's AI capabilities to automate and scale their support operations.

• Embed deeply with strategic customers to understand their business challenges and technical requirements, acting as a proactive partner who steers them toward outstanding results with Fin.

• Work hands-on with customers' technical teams as a confident subject-matter expert and trusted advisor, coding side-by-side to drive projects to completion.

• Collaborate closely with Sales, Success, and Product teams, and actively influence their work to ensure seamless customer experiences, project success, and timely, actionable product feedback.

• Lead and evolve the Forward Deployed Engineering function, sharing insights and shaping how the role operates as it grows.

• Leverage connections across our strategic accounts to anticipate challenges, align stakeholders quickly and influence decisions that drive us to success.

• Provide guidance and mentorship to Forward Deployed Engineers and Solutions Engineers as we continue to scale.

Requirements:

• 2+ years serving as the primary technical leader for a team.

• Interest in AI/ML and ability to ramp up on unfamiliar concepts quickly.

• Skilled at navigating organisational boundaries, rallying diverse teams, and steering everyone toward the best outcome for our customers and Intercom.

• Deep knowledge of a high-level programming language (for example, JavaScript, Python, Ruby, etc.).

• Decisive and pragmatic: know when to prototype and ship fast yourself, and when to escalate or delegate.

• Proficient using and writing REST APIs to integrate systems effectively.

• Strong communicator who tailors the message to any audience.

• Willing to travel and work on-site with customers to build strong relationships and deeply understand their needs.

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.