Solutions Engineer • Senior

Who you are

You have a strong background in customer solutions engineering, with a proven track record of engaging directly with clients to understand their needs and deliver tailored solutions. Your experience allows you to act as a trusted advisor, guiding customers through the implementation of AI-powered customer service tools. You possess excellent communication skills, enabling you to articulate complex technical concepts in a way that resonates with diverse audiences. You are passionate about leveraging technology to enhance customer experiences and are excited about the potential of AI in transforming service delivery.

You thrive in collaborative environments, working closely with cross-functional teams to ensure that customer solutions are not only effective but also aligned with business objectives. Your ability to build relationships and foster trust with clients is a key strength, as you understand that successful solutions are built on strong partnerships. You are adaptable and open to learning, always seeking to stay ahead of industry trends and advancements in AI technology.

Desirable

Experience with AI technologies and customer service platforms is a plus, as is familiarity with the Intercom product suite. You may have a background in software engineering or a related field, which enhances your ability to understand technical requirements and challenges faced by customers. A proactive approach to problem-solving and a keen interest in customer success will set you apart in this role.

What you'll do

In this role, you will engage with customers to understand their unique challenges and objectives, providing them with tailored solutions that leverage Intercom's AI capabilities. You will play a pivotal role in demonstrating the value of our AI agent Fin, helping clients to integrate this technology into their existing customer service frameworks. Your expertise will guide customers through the implementation process, ensuring they achieve their desired outcomes and maximize the benefits of our solutions.

You will collaborate with product and engineering teams to relay customer feedback and insights, contributing to the continuous improvement of our offerings. Your role will involve conducting training sessions and workshops for clients, empowering them to utilize our tools effectively and confidently. You will also be responsible for developing documentation and resources that support customer onboarding and ongoing success.

As a Senior Solutions Engineer, you will stay informed about industry trends and best practices in customer service and AI technology, sharing your knowledge with both customers and colleagues. You will be a key player in driving customer satisfaction and retention, ensuring that our clients see tangible results from their investment in Intercom's solutions.

What we offer

Intercom provides a dynamic work environment where innovation and collaboration are at the forefront. You will have the opportunity to work with cutting-edge AI technology and contribute to shaping the future of customer service. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to revolutionize customer experiences and make a meaningful impact in the industry.