Senior Manager, Solutions Engineering at Intercom

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Service, AIIndustries

Requirements

5+ years of pre-sales experience as a Sales Engineer, Solutions Engineer/Architect, or related individual contributor role
3+ years of experience leading technical pre-sales teams, with a proven track record of hiring, mentoring, and managing high-performing teams
Ideally, experience selling AI, data, or highly technical products; or at the very least, deep curiosity and utilization of AI on a day-to-day basis
Comfortable with ambiguity in environments with an ability to stay focused and thrive under pressure while working with customers to solve their most challenging issues
Humble attitude, and a passion to help others, with a willingness to learn whatever it takes to support the team and help customers thrive
A track record of consistently delivering

Responsibilities

Define and evolve the strategic vision and go-to-market (GTM) approach for the Solutions Engineering function
Lead, coach, and scale a high-performing SE team across global regions and core verticals
Operate as a player-coach, actively engaging in strategic deals while developing team capabilities
Support complex, six-figure sales cycles with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise
Serve as a trusted technical advisor and executive point of contact for large customers
Partner closely with Sales, Product, Marketing, and R&D to shape verticalized GTM motions and solution strategy
Champion a customer-obsessed culture across the pre-sales journey – from outbound to implementation
Lead discovery, design, and delivery of tailored technical solutions, including PoCs and business value assessments
Build reusable, scalable solution frameworks, and industry-specific technical assets
Advocate for customer needs and insights internally to influence product roadmap and prioritization
Represent Intercom and the SE function externally through executive meetings and strategic events
Foster strong relationships with C-level stakeholders, translating AI product capabilities into tangible business impact

Skills

Key technologies and capabilities for this role

Solutions EngineeringGo-to-Market StrategySolution ArchitectureTeam LeadershipSales EngineeringCustomer TransformationAI PlatformsTechnical Credibility

Questions & Answers

Common questions about this position

What is the compensation for the Senior Manager, Solutions Engineering role?

This information is not specified in the job description.

Is this Senior Manager role remote or does it require office work?

This information is not specified in the job description.

What key skills are needed for this Solutions Engineering leadership role?

The role requires strong leadership to define strategic vision and GTM approach, technical expertise in solution architecture, demos, and PoCs for complex deals, and player-coach abilities to engage in sales cycles while developing the team.

What is the company culture like at Intercom?

Intercom is driven by core values to push boundaries, build with speed and intensity, and deliver incredible value to customers, while championing a customer-obsessed culture across the pre-sales journey.

What makes a strong candidate for this Senior Manager position?

A strong candidate is a transformational leader who can act as both player and coach, with experience scaling teams, shaping GTM for complex organizations, and delivering technical credibility in high-stakes deals.

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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