# Senior Solutions Engineer

**Company**: Intercom
**Location**: Dublin, Ireland
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/7594453?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e94229e6-18d

## Description

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

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

## What's The Opportunity?

Intercom is an AI-first company revolutionizing how customer service is delivered today. Our entire platform is driven by an advanced AI Agent who we call Fin, who blends automation with empathy, setting a new standard in customer support. At Intercom, you'll help shape the future of AI-first customer service, showing our customers the transformative power of artificial intelligence. By inspiring a bold vision and delivering impactful solutions, you'll make AI-powered support not just possible, but a reality for our customers.

## About the Role:

Intercom is looking for an exceptional Solutions Engineer to join our vibrant Customer Solutions Team. In this role, you'll engage directly with our customers as their trusted advisor, playing a pivotal part in defining and demonstrating value across the entire sales cycle. With a natural curiosity, independent thinking, and strong problem-solving skills, you'll partner closely with Product, R&D, and Engineering to ensure our customers' needs and insights are at the core of our AI powered solutions.

## What Will I Be Doing?

- Lead technical discovery to identify and address our customers' needs

- Deliver an exceptional pre-sales experience by articulating Intercom's value and technical expertise

- Conduct impactful, value-based solution reviews and in-depth technical sessions

- Design and lead tailored Proof of Concepts (POCs) that showcase Intercom's capabilities

- Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalating complex issues

- Collaborate cross-functionally with Product and Engineering to represent the customer voice, gathering feedback and insights for product planning

- Build trust with customers by approaching challenges with empathy and curiosity

- Continuously improve processes and contribute to building a best-in-class Solutions Engineering playbook at Intercom

- Commit to customer success, ensuring lasting value and proactively addressing challenges

## What Skills Do I Need?

- Minimum of 5 years of experience in a technical pre-sales role, managing C-Level technical and business relationships

- Strong technical acumen with experience in conducting technical discovery and delivering high-impact value presentations.

- Ability to solve problems independently while thriving in collaborative team environments

- Proven time management skills in a dynamic team environment

- Demonstrated ability to quickly identify and communicate the value proposition throughout the sales cycle.

- Leverage your skills in translating complex business challenges into tailored Intercom solutions, effectively communicating with both technical and non-technical audiences to drive understanding and impact.

- Experience working closely with product and engineering teams to communicate customer feedback and influence product direction.

- Familiarity with managing POCs, RFPs, and addressing complex security questions.

- Excellent communication and interpersonal skills, with a passion for leading with empathy and curiosity

- Ability to challenge the status quo and continuously improve Solutions Engineering processes and playbooks

- Bring an open mind, be a collaborative colleague with a commitment to go above and beyond to drive the success of your team and the company

- Willing and able to travel occasionally

## Benefits

- Competitive salary and meaningful equity

- Comprehensive medical, dental, and vision coverage

- Regular compensation reviews - great work is rewarded!

- Flexible paid time off policy

- Paid Parental Leave Program

- 401k plan & match

- In-office bicycle storage

- Fun events for Intercomrades, friends, and family!

## Skills

### Required
- technical pre-sales
- problem-solving
- communication
- interpersonal skills
- empathy
- curiosity
- time management
- solution design
- POCs
- RFPs
- security questions
- product planning

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/7594453?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)