Senior Sales Engineer

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity?

Intercom is an AI-first company revolutionizing how customer service is delivered today. Our entire platform is driven by an advanced AI Agent who we call Fin, who blends automation with empathy, setting a new standard in customer support. At Intercom, you’ll help shape the future of AI-first customer service, showing our customers the transformative power of artificial intelligence. By inspiring a bold vision and delivering impactful solutions, you’ll make AI-powered support not just possible, but a reality for our customers.

Intercom is looking for an exceptional Senior Sales Engineer to join our vibrant Customer Solutions Team. In this role, you’ll engage directly with our customers as their trusted advisor, playing a pivotal part in defining and demonstrating value across the entire sales cycle. With a natural curiosity, independent thinking, and strong problem-solving skills, you’ll partner closely with Product, R&D, and Engineering to ensure our customers’ needs and insights are at the core of our AI powered solutions.

What will I be doing?

• Lead technical discovery to identify and address our customers’ needs
• Deliver an exceptional pre-sales experience by articulating Intercom's value and technical expertise
• Conduct impactful, value-based demonstrations and in-depth technical sessions
• Design and lead tailored Proof of Concepts (POCs) that showcase Intercom's capabilities
• Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalating complex issues
• Collaborate cross-functionally with Product and Engineering to represent the customer voice, gathering feedback and insights for product planning
• Build trust with customers by approaching challenges with empathy and curiosity
• Continuously improve processes and contribute to building a best-in-class Sales Engineering playbook at Intercom
• Commit to customer success, ensuring lasting value and proactively addressing challenges

What skills do I need?

• Minimum of 7 years of experience in a technical pre-sales role, managing C-Level technical and business relationships
• Strong technical acumen with experience in conducting technical discovery and delivering high-impact value presentations.
• Ability to solve problems independently while thriving in collaborative team environments
• Proven time management skills in a dynamic team environment
• Demonstrated ability to quickly identify and communicate the value proposition throughout the sales cycle.
• Leverage your skills in translating complex business challenges into tailored Intercom solutions, effectively communicating with both technical and non-technical audiences to drive understanding and impact.
• Experience working closely with product and engineering teams to communicate customer feedback and influence product direction.
• Familiarity with managing POCs, RFPs, and addressing complex security questions.
• Excellent communication and interpersonal skills, with a passion for leading with empathy and curiosity
• Ability to challenge the status quo and continuously improve Sales Engineering processes and playbooks
• Bring an open mind, be a collaborative colleague with a commitment to go above and beyond to drive the success of your team and the company
• Willing and able to travel occasionally

Benefits

We are a well-treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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