15 days ago
Responsibilities
- Lead customer adoption of Fin’s AI capabilities for automating and scaling support operations.
- Embed with strategic customers to understand challenges and technical requirements and guide them toward successful outcomes.
- Code alongside customer technical teams to design, build, and complete implementation projects.
- Collaborate with Sales, Success, and Product teams to support customer experiences, project success, and product feedback.
- Lead and evolve the Forward Deployed Engineering function and define how it operates as it scales.
- Use strategic-account relationships to anticipate challenges, align stakeholders, and influence decisions.
- Mentor Forward Deployed Engineers and Solutions Engineers.
Requirements
- Experience building SaaS products; startup founder or early-engineer experience is a bonus.
- Demonstrated autonomy, prioritization, and accountability, including examples such as at least two years as a team’s primary technical leader.
- Interest in AI/ML and the ability to quickly learn unfamiliar concepts, capabilities, limitations, and trade-offs.
- Strong cross-functional collaboration and stakeholder leadership skills.
- Deep knowledge of a high-level programming language such as JavaScript, Python, or Ruby.
- Pragmatic judgment about when to prototype, ship, escalate, or delegate while maintaining quality and business focus.
- Proficiency in using and writing REST APIs for system integrations.
- Strong communication skills with both technical and non-technical audiences.
- Willingness to travel and work on-site with customers.
Benefits
- Benefits support health and wellbeing, family, time away from work, and financial wellbeing, with offerings varying by location.
- Hybrid work policy with employees expected to work in the office at least three days per week.
- The role includes travel and on-site customer work.
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.