Solutions Engineering Director

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Please make sure you read the following details carefully before making any applications.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
We’re seeking a transformational Solutions Engineering leader to build and lead our SE function across a strategic region. You’ll be a pivotal figure in helping Intercom scale its AI-driven support platform to some of the world’s most well-known brands. This role will shape how we engage with large, complex organisations, defining our go-to-market, building a world‑class team, and delivering tangible customer outcomes through innovation and credibility.
You will lead a global Solutions Engineering function focused on winning complex large deals, creating vertical‑specific solution architectures, and building repeatable playbooks. You’ll collaborate closely with Sales, Success, Product, Engineering, and Services to deliver customer transformation through Intercom’s AI‑first platform – be it through strategic guidance as a senior leader on the team, or securing deals with your own technical credibility where needed.
Define and evolve the strategic vision and go‑to‑market (GTM) approach for the Solutions Engineering function
Serve as a trusted technical advisor and executive point of contact for customers.
Champion a customer‑obsessed culture across the pre‑sales journey – from outbound to implementation.
Build reusable, scalable solution frameworks, and industry‑specific technical assets.
Advocate for customer needs and insights internally to influence product roadmap and prioritization.
Foster strong relationships with C‑level stakeholders, translating AI product capabilities into tangible business impact.
8+ years of pre‑sales experience as a Sales Engineer, Solutions Engineer/Architect, or related individual contributor role.
Ideally, experience selling AI, data, or highly technical products; or at the very least, deep curiosity and utilization of AI on your day‑to‑day.
Previous experience leading a Solutions Engineering/Architecture team aligned to large customers.
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.
Have a humble attitude, and a passion to help others, with a willingness to learn whatever it takes to support the team and help our customers thrive.
Able to travel internationally on average once a month
Ability to flex working hours to partner with teams in EMEA and APAC.
Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Flexible paid time off policy
In‑office bicycle storage
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).
#Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non‑work related topics. Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.