Principal Sales Engineer at Intercom

San Francisco, California, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, AI, Customer Service, SaaSIndustries

Requirements

Minimum of 10 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
Understanding and curiosity to deepen your understanding of AI-driven automation, LLMs, and customer support technologies
Proven time management skills in a dynamic team environment
Demonstrated ability to quickly identify and communicate the value proposition throughout the sales cycle
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 insights

Responsibilities

Lead technical discovery to identify and address our customers’ needs
Deliver an exceptional pre-sales experience by articulating Intercom's value through your technical expertise
Conduct impactful, value-based solution reviews and in-depth technical sessions as the customer evaluates our product
Design and lead tailored Proof of Concepts (POCs) that have clear success criteria and 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 Sales Engineering playbook at Intercom
Commit to customer success, ensuring lasting value and proactively addressing challenges

Skills

Key technologies and capabilities for this role

Sales EngineeringTechnical SalesAI AgentsCustomer SolutionsProduct DemonstrationsProblem SolvingData Science CollaborationEngineering Partnership

Questions & Answers

Common questions about this position

What is the salary for the Principal Sales Engineer position?

This information is not specified in the job description.

Is this Principal Sales Engineer role remote or does it require office work?

This information is not specified in the job description.

What key skills are needed for the Principal Sales Engineer role?

Key skills include natural curiosity, independent thinking, strong problem-solving skills, technical expertise, and the ability to build trust with customers through empathy.

What is the company culture like at Intercom?

Intercom has a vibrant Customer Solutions Team and is driven by core values that emphasize pushing boundaries, building with speed and intensity, and delivering incredible value to customers.

What makes a strong candidate for the Principal Sales Engineer position?

Strong candidates demonstrate natural curiosity, independent thinking, strong problem-solving, technical expertise to lead discoveries and POCs, and a commitment to customer success with empathy.

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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