Sr. Sales Solutions Architect at Intercom

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Service, AIIndustries

Requirements

6+ years of experience in a Solutions Architect, Technical Consultant, or similar role at a SaaS company
Strong technical expertise in APIs, integrations, and automation frameworks
Proficiency in REST APIs, JavaScript, HTML and CSS
Deep understanding of AI-driven automation, LLMs, and customer support technologies
Experience with security reviews, compliance requirements, and enterprise IT environments
Excellent communicator, able to convey complex topics to both engineers and non-technical audiences at varying levels of detail and complexity
A problem-solver who thrives in fast-paced environments and can manage multiple projects
Passionate about customer success, with a track record of helping businesses adopt and scale new technologies
Experience with Intercom or similar customer support platforms is a plus

Responsibilities

Assist customers in optimizing Intercom and Fin, ensuring successful deployments and effective usage
Advise on integrations, helping customers connect Fin with their existing tech stack via APIs, webhooks, and automation workflows
Lead technical discovery sessions, assess customer requirements and design scalable solutions
Solve complex technical challenges, working cross-functionally with Customer Success, Sales Engineering, and R&D teams
Provide technical enablement, educating customers on best practices for AI-driven automation and conversational AI
Develop a technical point of view to demonstrate Intercom and Fin’s impact on customer support operations
Support security reviews and RFPs, while assisting with compliance with enterprise architecture best practices
Advocate for customers internally, providing feedback to Product and Engineering to enhance Intercom and Fin’s capabilities
Develop technical content, including documentation, integration guides, and knowledge-sharing resources

Skills

Key technologies and capabilities for this role

API integrationswebhooksautomation workflowssecurity reviewsAI agent deploymenttechnical discoveryscalable solutions

Questions & Answers

Common questions about this position

What experience level is required for this Sr. Sales Solutions Architect role?

The role requires 6+ years of experience in a Solutions Architect, Technical Consultant, or similar role at a SaaS company.

What technical skills are needed for this position?

Candidates need strong expertise in APIs, integrations, and automation frameworks, proficiency in REST APIs, JavaScript, HTML and CSS, plus a deep understanding of AI-driven automation, LLMs, and customer support technologies.

Is this role remote or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What kind of cross-functional collaboration happens in this role?

You'll work closely with Customer Success Managers, Sales Engineers, and R&D teams, while also collaborating cross-functionally with Customer Success, Sales Engineering, and R&D to solve challenges and advocate for customers.

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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