Senior Manager, Solutions Engineering

About the company

Intercom develops a customer communications platform powered by AI agents that automate and personalize support interactions for digital businesses.

About this role

<div class="content-intro"><p><a href="https://fin.ai/">Fin</a> is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.</p> <p>Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.</p> <p>Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.</p></div><h2>What's the opportunity?&nbsp;</h2> <p>We’re seeking a transformational Solutions Engineering leader to lead our SE team within the EMEA region. You’ll be a pivotal figure in helping Intercom scale its AI-driven support platform to some of the world’s most well-known brands. This role will shape how we engage with large, complex organizations, defining our go-to-market, building a world-class team, and delivering tangible customer outcomes through innovation and credibility.</p> <p>This role is both strategic and hands-on. You will lead a Solutions Engineering team focused on winning complex deals, creating vertical-specific solution architectures, and building repeatable playbooks. We believe in leaders who are open to be a player and a coach, regardless of seniority. You’ll collaborate closely with Sales, Success, Product, Engineering, and Services to deliver customer transformation through Intercom’s AI-first platform – be it through strategic guidance as a senior leader on the team, or securing deals with your own technical credibility where needed.</p> <h2>What will I be doing?&nbsp;</h2> <ul> <li>Define and evolve the strategic vision and go-to-market (GTM) approach for the Solutions Engineering function.</li> <li>Lead, coach, and scale a high-performing SE team across global regions and core verticals.</li> <li>Operate as a player-coach, actively engaging in strategic deals while developing team capabilities.</li> <li>Support complex, six-figure sales cycles with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.</li> <li>Serve as a trusted technical advisor and executive point of contact for large customers.</li> <li>Partner closely with Sales, Product, Marketing, and R&amp;D to shape verticalized GTM motions and solution strategy.</li> <li>Champion a customer-obsessed culture across the pre-sales journey – from outbound to implementation.</li> <li>Lead discovery, design, and delivery of tailored technical solutions, including PoCs and business value assessments.</li> <li>Build reusable, scalable solution frameworks, and industry-specific technical assets.</li> <li>Advocate for customer needs and insights internally to influence product roadmap and prioritization.</li> <li>Represent Intercom and the SE function externally through executive meetings and strategic events.</li> <li>Foster strong relationships with C-level stakeholders, translating AI product capabilities into tangible business impact.</li> </ul> <h2>What skills do I need?&nbsp;</h2> <ul> <li>5+ years of pre-sales experience as a Sales Engineer, Solutions Engineer/Architect, or related individual contributor role.</li> <li>Having 3+ years of experience leading technical pre-sales teams, with a proven track record of hiring, mentoring, and managing high-performing teams.</li> <li>Ideally, experience selling AI, data, or highly technical products; or at the very least, deep curiosity and utilization of AI on your day-to-day.</li> <li>Comfortable with ambiguity in environments with an ability to stay focused and thrive under pressure while working with customers to solve their most challenging issues.</li> <li>Have a humble attitude, and a passion to help others, with a willingness to learn whatever it takes to support the team and help our customers thrive.</li> <li>A track record of consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on team development and growth</li> <li>Able to travel internationally on average once a month</li> <li>Ability to flex working hours to partner with teams in US and APAC.</li> <li>Excellent communication and presentation skills</li> </ul> <p>#LI-Hybrid</p><div class="content-conclusion"><p>At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements.<br><br>Learn more about working at Fin and the benefits we offer at <span><a href="http://fin.ai/careers" target="_blank">fin.ai/careers</a></span>.</p> <p><strong>Policies&nbsp;</strong></p> <p>Fin 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 three days per week.</p> <p>We have a radically open and accepting culture at Fin. 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 so