Senior Forward Deployed Engineer

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

In this role, you will work closely with strategic customers and help bridge the gap between their business goals and Intercom's AI Agent for Customer Service, Fin. As a founding Senior Forward Deployed Engineer, you'll interact with the R&D team, influence roadmap decisions, and unlock business impact for customers.

Responsibilities

• Drive 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 in detail. Provide them with insight to achieve outstanding results with Fin.
• Work hands-on with customers' technical teams as a technical expert and trusted advisor, coding side-by-side to drive projects to completion.
• Collaborate closely with Sales, Success, and Product teams to ensure seamless customer experiences, project success, and actionable product feedback.
• Contribute to and evolve the Forward Deployed Engineering function. Codify best practices and share insights gained from customer engagements to help scale and grow.

Requirements

• Ideally, you've built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you've created.
• You are interested in AI/ML. You're good at quickly building a good understanding of novel problems, capabilities, architectures, and understanding trade-offs and limitations.
• Strong cross-functional collaboration. Ability to understand and navigate organisational boundaries and bring people together to achieve the best outcome for our customers and Intercom.
• Deep knowledge of a high-level programming language (for example, JavaScript, Python, Ruby, etc.).
• Able to prototype and ship software fast, while maintaining a high bar on quality and focus on business goals and outcomes.
• Proficient using and writing REST APIs to integrate systems effectively.
• Strong communicator. Can easily talk to engineers and non-technical audiences about the same topics at different altitudes and different levels of detail.
• 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.