Forward Deployed Engineer • Senior

Who you are

You have a strong background in engineering, ideally with 5+ years of experience in software development and a passion for customer service solutions. You thrive in collaborative environments and enjoy working closely with customers to understand their needs and challenges. Your ability to communicate technical concepts to non-technical stakeholders is a key strength, allowing you to effectively bridge the gap between engineering and business goals. You are comfortable with AI technologies and have a keen interest in how they can enhance customer experiences. You are proactive and take ownership of your projects, driving them from conception to implementation.

Desirable

Experience with customer service platforms or AI technologies is a plus. Familiarity with project management tools and methodologies will help you navigate the fast-paced environment at Intercom. A background in working with cross-functional teams, particularly in R&D and go-to-market strategies, will set you up for success in this role.

What you'll do

As a Senior Forward Deployed Engineer at Intercom, you will play a pivotal role in revolutionizing customer support for our most strategic clients. You will work closely with customers to deeply understand their use cases and design tailored solutions that leverage our AI agent, Fin. Your responsibilities will include collaborating with the R&D team to influence product roadmap decisions based on customer feedback and needs. You will also engage with the go-to-market team to ensure that the solutions you develop align with business objectives and deliver measurable impact.

You will be responsible for implementing solutions that enhance customer interactions and streamline support processes. This involves not only technical implementation but also ongoing communication with customers to ensure their satisfaction and success with our products. You will have the opportunity to lead initiatives that drive innovation in customer service, making a significant impact on how businesses interact with their customers.

What we offer

Intercom offers a dynamic work environment where you can grow your skills and make a real difference in the customer service landscape. You will be part of a team that values creativity and collaboration, with opportunities to influence product development and customer engagement strategies. We provide competitive compensation and benefits, along with a culture that encourages continuous learning and professional development. Join us in our mission to transform customer experiences through innovative AI solutions.