Solutions Engineer at Intercom

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Service, AI, SaaSIndustries

Requirements

Minimum of 6 years of experience as a Solutions Engineer or Architect, with significant experience supporting Medium / Enterprise SaaS, customer communication, or related technology solutions
Strong technical acumen with experience in conducting technical discovery and delivering high-impact presentations to Medium / Enterprise audiences
Ability to solve complex problems independently while thriving in collaborative team environments
Proven time management skills in a dynamic, focused team environment
Demonstrated ability to quickly identify and communicate the value proposition throughout long and complex sales cycles
Extensive experience working with APIs and integrating data from 3rd party data sources in large-scale environments
Familiarity with managing POCs, RFPs, and addressing advanced security, compliance, and integration questions
Experience selling AI, data, or highly technical products; or at the very least, deep curiosity and utilization of AI on your day-to-day
Experience working closely with product and engineering teams to communicate enterprise customer feedback and influence product direction
Excellent communication skills

Responsibilities

Lead technical discovery sessions with Intercom's 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 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 Medium / Enterprise segment
Drive continuous improvement by optimizing internal processes and contributing to the growth of a global Solutions Engineering team
Commit to customer success, proactively solving problems and ensuring lasting value

Skills

Solutions Engineering

Pre-sales

Technical Discovery

Proof of Concept

Enterprise Solutions

Customer Needs Analysis

Technical Demonstrations

Sales Engineering

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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