Senior Enterprise Sales Engineer

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Intercom's AI agent Fin lets businesses deliver always-on, impeccable customer service and transform customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI-enhanced support for more complex or high-touch queries that require a human agent. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses.

Intercom is seeking a standout Senior Enterprise Solutions Engineer to join our dynamic Customer Solutions organization. In this role, you'll collaborate closely with the sales team while serving as a trusted advisor to enterprise prospects and customers, guiding them through the entire sales cycle and clearly articulating the value of Intercom at scale. Your curiosity, independent thinking, and problem-solving abilities will also make you a key partner to Product, R&D, and Engineering teams to ensure enterprise customer needs and insights are at the core of our AI-powered solutions.

• Lead technical discovery sessions with enterprise customers to deeply understand their complex needs and align them with the right solutions.
• Deliver an exceptional pre-sales experience by articulating Intercom's technical strengths and business value to large organizations.
• Conduct value-based solution reviews and deep-dive technical sessions tailored to enterprise requirements.
• Design and deliver tailored Proof of Concepts (POCs) that showcase Intercom's capabilities in enterprise environments.
• Respond to RFPs and address enterprise customer security, compliance, and scalability questions with precision.
• Collaborate cross-functionally with Product, Engineering, and R&D to represent the enterprise customer voice, gathering feedback and insights for product planning.
• Build strong, trust-based relationships with enterprise customers by approaching challenges with empathy and curiosity.
• Coordinate with marketing and partners on expanding lead generation and brand presence within the enterprise segment.
• Drive continuous improvement by optimizing internal processes and contributing to the growth of a global Solutions Engineering team.
• Commit to enterprise customer success, proactively solving problems and ensuring lasting value.

• Minimum of 7 years of experience as a Solutions Engineer or Architect, with significant experience supporting enterprise SaaS, customer communication, or related technology solutions.
• Strong technical acumen with experience in conducting technical discovery and delivering high-impact presentations to enterprise audiences.
• Ability to solve complex problems independently while thriving in collaborative team environments.
• Proven time management skills in a dynamic, enterprise-focused team environment.
• Demonstrated ability to quickly identify and communicate the value proposition throughout long and complex enterprise sales cycles.
• Extensive experience working with APIs and integrating data from 3rd party data sources in large-scale environments.
• Familiarity with managing enterprise POCs, RFPs, and addressing advanced security, compliance, and integration questions.
• Experience selling AI, data, or highly technical products; or strong curiosity and utilization of AI in daily work.
• Experience working closely with product and engineering teams to communicate enterprise customer feedback and influence product direction.
• Excellent communication and interpersonal skills, with a passion for leading with empathy and curiosity.
• Ability to challenge the status quo and continuously improve Solutions Engineering processes and playbooks for enterprise customers.
• Open-minded, collaborative, and committed to driving team and company success.
• Willing and able to travel up to once a month to meet with enterprise clients.
• Experience with Salesforce Service Cloud, Zendesk, ServiceNow and other enterprise Helpdesk platforms is a nice-to-have.

• Competitive salary and equity in a fast-growing start-up
• Company-paid lunch and snacks; fully stocked kitchen
• Regular compensation reviews
• Pension scheme with 4% match
• Life assurance and comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave and six weeks paternity leave
• Cycle-to-Work Scheme with secure bike storage
• MacBooks provided (Windows available for certain roles)

Intercom has a hybrid working policy requiring in-office presence at least three days per week. We value a diverse and open culture and maintain a respectful environment. Intercom is an Equal Employment Opportunity employer and will not discriminate on basis of protected characteristics in accordance with applicable law.

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Location: Dublin, Ireland