Position Details

Type Full-Time

Experience lead

Exp. Years Not specified

Education Not specified

Category Sales & Business Development

About this role

This role leads the Solutions Engineering team at Intercom, focusing on AI customer support solutions, customer engagement, and go-to-market strategies. The leader collaborates with sales and product teams to deliver tailored technical solutions.

Key Responsibilities

Define GTM strategy
Lead and coach SE team
Support complex sales
Serve as technical advisor
Build solution frameworks

Technical Overview

The technical environment involves AI customer service platforms, solution architecture, PoCs, demos, and scalable frameworks for enterprise clients. The role requires strategic and technical leadership.

Ideal Candidate

The ideal candidate is a senior solutions engineering leader with proven experience in AI customer support, solution architecture, and team leadership. They excel in strategic planning and customer engagement to drive platform adoption.

Must-Have Skills

Solutions EngineeringSolution ArchitecturesCustomer SuccessTechnical GuidanceDemo Delivery

Nice-to-Have Skills

AI Customer ServicePoCsVertical SolutionsGTM StrategyCustomer Success

Tools & Platforms

AI PlatformsCustomer Support SuiteDemo Tools

Required Skills

Solutions EngineeringSolution ArchitecturesCustomer SuccessAI Customer ServicePoCsTechnical GuidanceDemo DeliveryCustomer EngagementVertical solutionsGTM

Hard Skills

Solutions EngineeringSolution ArchitecturesCustomer SuccessAI Customer ServicePoCsTechnical GuidanceDemo DeliveryCustomer EngagementVertical-specific SolutionsGTM (Go-to-Market)

Soft Skills

LeadershipStrategic ThinkingCollaborationCommunicationProblem-solvingCustomer ObsessionCoachingTeam Building

Industry & Role

Industry SaaS

Job Function Lead solutions engineering efforts to support AI customer service platforms and customer transformation initiatives.

Role Subtype Solutions Engineering Lead

Keywords for Your Resume

Solutions EngineeringSolution ArchitecturesCustomer SuccessAI Customer ServicePoCsTechnical GuidanceDemo DeliveryCustomer EngagementVertical solutionsGTMLeadershipTeam coachingCustomer transformationAI platformCustomer supportCustomer engagement

Deal Breakers

No solutions engineering experience, Lack of leadership background, No experience with AI customer support, Unwilling to work onsite in Chicago

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Manager, Solutions Engineering (Mid-Market & Enterprise)

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