Senior Enterprise Sales Engineer

About Intercom

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. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

Job Summary

Intercom is seeking a standout Senior Enterprise Solutions Engineer to join our dynamic Customer Solutions organization. In this role, you’ll collaborate closely with the sales team while serving as a trusted advisor to enterprise prospects and customers, guiding them through the entire sales cycle and clearly articulating the value of Intercom at scale.

Key Responsibilities

• Lead technical discovery sessions with enterprise customers to deeply understand their complex needs and align them with the right solutions.
• Deliver an exceptional pre-sales experience by articulating Intercom’s technical strengths and business value to large organizations.
• Conduct impactful, value-based solution reviews and deep-dive technical sessions tailored to enterprise requirements.
• Design and deliver tailored Proof of Concepts (POCs) that showcase Intercom’s capabilities in enterprise environments.
• Respond to RFPs and address enterprise customer security, compliance, and scalability questions with precision.
• Collaborate cross-functionally with Product, Engineering, and R&D to represent the enterprise customer voice, gathering feedback and insights for product planning.
• Build strong, trust-based relationships with enterprise customers by approaching challenges with empathy and curiosity.
• Coordinate with marketing and partners on expanding lead generation and brand presence within the enterprise segment.
• Drive continuous improvement by optimizing internal processes and contributing to the growth of a global Solutions Engineering team.
• Commit to enterprise customer success, proactively solving problems and ensuring lasting value.

Requirements

• Minimum of 7 years of experience as a Solutions Engineer or Architect, with significant experience supporting enterprise SaaS, customer communication, or related technology solutions.
• Strong technical acumen with experience in conducting technical discovery.