About the job
At Intercom, we're revolutionizing customer service with our cutting-edge AI technology. Our mission is to empower businesses to deliver outstanding customer experiences seamlessly.
Our flagship AI agent, Fin, stands as the most sophisticated customer service AI on the market, enabling businesses to provide uninterrupted, exceptional service. When paired with our Helpdesk, it evolves into the Intercom Customer Service Suite, offering AI-enhanced support for complex inquiries that require a human touch.
Founded in 2011, Intercom is trusted by nearly 30,000 global businesses, setting a new benchmark for customer service excellence. We are driven by our core values, which inspire us to innovate, act swiftly, and consistently provide remarkable value to our clients.
What’s the Opportunity?
We are on the lookout for a dynamic Solutions Engineering leader to spearhead our SE team in the EMEA region. In this pivotal role, you will facilitate Intercom's growth by scaling our AI-powered support platform for some of the world’s leading brands. You will define our approach to engaging with large, intricate organizations, establish our go-to-market strategies, cultivate a world-class team, and deliver measurable customer success through innovation and trust.
This position blends strategic oversight with hands-on involvement. You will guide a Solutions Engineering team dedicated to securing complex contracts, crafting vertical-specific solution architectures, and developing repeatable methodologies. We value leaders who are both participants and mentors, regardless of their seniority. You will work closely with Sales, Success, Product, Engineering, and Services teams to drive customer transformation via Intercom’s AI-first platform, whether through providing strategic leadership or leveraging your technical expertise to close deals.
Key Responsibilities:
- Define and enhance the strategic vision and go-to-market (GTM) strategy for the Solutions Engineering function.
- Lead, mentor, and expand a high-performing SE team across global regions and key verticals.
- Act as a player-coach, engaging in strategic deals while developing team expertise.
- Support intricate, high-value sales cycles with technical insights, architecture designs, demonstrations, and product evaluation support.
- Serve as a trusted technical advisor and point of contact for major clients.
- Collaborate closely with Sales, Product, Marketing, and R&D to develop tailored GTM strategies and solution approaches.
- Foster a customer-centric culture throughout the pre-sales process.

