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Staff Forward Deployed Engineer

IntercomDublin, Ireland
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

We are looking for candidates with a strong technical background, excellent problem-solving skills, and the ability to work collaboratively in a dynamic environment. Experience with AI technology or customer service solutions is a plus.

About the job

Intercom is a leading AI-driven Customer Service platform dedicated to empowering businesses with exceptional customer engagement capabilities.

Our flagship AI agent, Fin, stands out as the most advanced customer service AI in the marketplace, enabling businesses to provide continuous, flawless customer service and significantly enhance their customer experiences. Fin integrates seamlessly with our Helpdesk, forming the comprehensive Intercom Customer Service Suite, tailored for complex inquiries that necessitate human intervention.

Since our inception in 2011, we have gained the trust of nearly 30,000 businesses worldwide, setting a new benchmark in customer service. Our core values drive us to innovate relentlessly, operate swiftly, and continuously deliver exceptional value to our clients.

What’s the Opportunity?

In response to the increasing demand over the past six months, we are seeking skilled software engineers to work closely with our most strategic clients, bridging the gap between their business objectives and our AI agent, Fin.

As a Staff Forward Deployed Engineer, you will engage directly with these clients alongside our Go-To-Market team, gaining insights into their use cases and designing, building, and implementing tailored solutions. You will operate autonomously, expected to set strategic direction, own project outcomes, and confidently represent Intercom in high-stakes client interactions. Your role will be crucial in transforming how our customers scale their support operations, yielding significant business results.

Moreover, you will lead through example, acting as a force multiplier who influences product direction with field insights and helps shape the concept of Forward Deployed Engineering at Intercom.

If you seek a role that offers ownership, creativity, and the opportunity to guide R&D and Go-To-Market teams in a fast-paced environment, this position is for you.

What Will I Be Doing?

  • Drive the adoption of Fin by enabling prospects to harness the power of Intercom’s AI capabilities for automated and scalable support operations.
  • Engage deeply with strategic customers to identify their business challenges and technical needs, acting proactively to guide them towards outstanding results with Fin.
  • Collaborate hands-on with customers' technical teams as a confident subject-matter expert, coding alongside them to drive projects to successful completion.
  • Work closely with Sales, Success, and Product teams, actively influencing their work to ensure a seamless customer experience.

About Intercom

Intercom is an innovative AI Customer Service company committed to enhancing customer experiences for businesses globally. With the most advanced AI agent, Fin, we offer unparalleled solutions that combine technology with human expertise.

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