Solutions Engineer • Senior

Who you are

You have a strong technical background with experience in customer-facing roles — you've successfully guided clients through complex integrations and deployments, ensuring they maximize the value of the solutions you provide. Your expertise in AI-driven technologies makes you a trusted advisor, and you thrive on helping businesses enhance their customer service capabilities.

With a focus on customer success, you understand the importance of building relationships and providing hands-on support — you enjoy collaborating with cross-functional teams, including Customer Success Managers and Sales Engineers, to deliver exceptional service. Your ability to communicate technical concepts clearly to non-technical stakeholders sets you apart, allowing you to bridge the gap between technology and business needs.

You are excited about the potential of AI in transforming customer experiences — you stay updated on industry trends and best practices, and you are eager to share your knowledge with clients and colleagues alike. Your problem-solving skills enable you to tackle challenges head-on, ensuring that customers achieve their goals with Intercom's solutions.

Desirable

Experience with API integrations and security reviews is a plus — you have a keen eye for detail and understand the importance of maintaining robust security practices in customer implementations. Familiarity with customer service platforms and AI technologies will help you excel in this role, as you guide clients through the nuances of deploying AI-enhanced solutions.

What you'll do

In this role, you will assist customers in optimizing their use of Intercom and Fin, ensuring successful implementation and long-term success. You will provide strategic guidance on best practices for integrating Intercom's solutions into existing workflows, helping businesses unlock the full potential of their customer service capabilities. Your hands-on support will include conducting security reviews and advising on AI-driven automation strategies.

You will collaborate closely with Customer Success Managers and Sales Engineers to identify customer needs and tailor solutions accordingly — your insights will help shape the direction of product development and enhancements. By working with R&D teams, you will ensure that customer feedback is incorporated into future iterations of Intercom's offerings.

Your role will also involve training and educating customers on the features and functionalities of Intercom and Fin — you will create resources and documentation to empower clients to use the platform effectively. As a trusted technical advisor, you will build strong relationships with customers, ensuring they feel supported throughout their journey with Intercom.

What we offer

Intercom fosters a culture of innovation and collaboration, where your contributions will directly impact the success of our customers. You will have the opportunity to work with cutting-edge AI technologies and be part of a team that is setting new standards in customer service. We encourage you to apply even if your experience doesn't match every requirement — your passion for technology and customer success is what matters most.

Join us in our mission to transform customer experiences through AI-powered solutions. You will be part of a dynamic team that values speed, intensity, and delivering incredible value to our customers. Together, we will push boundaries and redefine what exceptional customer service looks like.