9 months ago
Responsibilities
- Lead adoption of Fin by helping prospects automate and scale customer support operations.
- Embed with strategic customers to understand business challenges and technical requirements.
- Design, build, and implement solutions while coding alongside customer technical teams.
- Act as a trusted technical advisor and subject-matter expert for customers.
- Collaborate with Sales, Success, and Product teams to deliver successful customer projects and actionable product feedback.
- Lead and evolve the Forward Deployed Engineering function and shape its operating model.
- Use insights across strategic accounts to anticipate challenges, align stakeholders, and influence decisions.
- Guide and mentor Forward Deployed Engineers and Solutions Engineers.
Requirements
- At least two years serving as the primary technical leader for a team, with demonstrated autonomous decision-making, prioritization, and accountability for outcomes.
- Experience building a SaaS product is preferred; being a former founder or early startup engineer is a bonus.
- Interest in AI/ML and the ability to quickly learn unfamiliar concepts, capabilities, limitations, and trade-offs.
- Strong cross-functional collaboration, stakeholder management, and organizational influence skills.
- Deep knowledge of a high-level programming language such as JavaScript, Python, or Ruby.
- Proficiency in using and writing REST APIs for system integration.
- Strong communication skills with both technical and non-technical audiences.
- Willingness to travel and work on-site with customers.
Benefits
- Competitive salary and equity are offered, with no figures stated.
- Weekday lunch, snacks, and a fully stocked kitchen are provided.
- Regular compensation reviews are provided.
- Pension scheme with matching up to 4%.
- Life assurance and comprehensive health and dental insurance cover the employee and dependents.
- Flexible paid time off policy.
- Paid maternity leave and six weeks of paternity leave.
- Cycle-to-Work Scheme and secure bike storage.
- MacBook provided as standard, with Windows available for certain roles.
- Hybrid work policy requiring employees to work in the office at least three days per week.
- The role requires willingness to travel and work on-site with customers.
Tech Stack
Categories
Forward Deployed
About Intercom
We’re Intercom — the AI customer service company helping businesses deliver incredible customer experiences at scale. Our platform combines Fin, the #1 AI Agent for customer service, with our next-generation Helpdesk, a modern workspace that gives support teams the power, speed and intelligence they need.