Senior Enterprise Solutions Engineer

What’s The Opportunity?

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. Your natural curiosity, independent thinking, and problem-solving abilities will also make you a key partner to our Product, R&D, and Engineering teams to ensure enterprise customer needs and insights are at the core of our AI-powered solutions.

What Will I Be Doing?

• 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.

What Skills Do I Need?

• 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 and delivering high-impact presentations to enterprise audiences.
• Ability to solve complex problems independently while thriving in collaborative team environments.
• Proven time management skills in a dynamic, enterprise-focused team environment.
• Demonstrated ability to quickly identify and communicate the value proposition throughout long and complex enterprise sales cycles.
• Extensive experience working with APIs and integrating data from 3rd party data sources in large-scale environments.
• Familiarity with managing enterprise 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 and interpersonal skills, with a passion for leading with empathy and curiosity.
• Ability to challenge the status quo and continuously improve Solutions Engineering processes and playbooks for enterprise customers.
• Bring an open mind, be a collaborative colleague with a commitment to go above and beyond to drive the success of your team and the company.
• Willing and able to travel up to once a month to meet with enterprise clients.
• Experience with Salesforce Service Cloud, Zendesk, Service Now and other enterprise Helpdesk platforms is a nice-to-have.

Benefits

• A collaborative, innovative work environment where your contributions have a direct impact on the company and its enterprise customers.
• Opportunities for professional development and growth.
• A culture that fosters curiosity, customer obsession, and technical excellence.
• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews—great work is rewarded!
• Flexible paid time off policy.
• Paid Parental Leave Program.
• 401k plan & match.
• In-office bicycle storage.
• Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

The OTE range for candidates within the San Francisco Bay Area is $212,750- $247,250. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).