Solutions Engineer

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>Fin is looking for an exceptional Solutions 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&amp;D, and Engineering to ensure our customers’ needs and insights are at the core of our AI powered solutions.</p> <h2>What will I be doing?&nbsp;</h2> <ul> <li>Lead technical discovery to identify and address our customers’ needs</li> <li>Deliver an exceptional pre-sales experience by articulating Fin's value and technical expertise</li> <li>Conduct impactful, value-based solution reviews and in-depth technical sessions</li> <li>Design and lead tailored Proof of Concepts (POCs) that showcase Fin's capabilities</li> <li>Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalating complex issues</li> <li>Collaborate cross-functionally with Product and Engineering to represent the customer voice, gathering feedback and insights for product planning</li> <li>Build trust with customers by approaching challenges with empathy and curiosity</li> <li>Continuously improve processes and contribute to building a best-in-class Solutions Engineering playbook at Fin</li> <li>Commit to customer success, ensuring lasting value and proactively addressing challenges</li> </ul> <h2>What skills do I need?&nbsp;</h2> <ul> <li>Minimum of 3 years of experience in a technical pre-sales role, managing C-Level technical and business relationships</li> <li>Strong technical acumen with experience in conducting technical discovery and delivering high-impact value presentations.</li> <li>Ability to solve problems independently while thriving in collaborative team environments</li> <li>Proven time management skills in a dynamic team environment&nbsp;</li> <li>Demonstrated ability to quickly identify and communicate the value proposition throughout the sales cycle.</li> <li>Leverage your skills in translating complex business challenges into tailored Fin solutions, effectively communicating with both technical and non-technical audiences to drive understanding and impact.</li> <li>Experience working closely with product and engineering teams to communicate customer feedback and influence product direction.</li> <li>Familiarity with managing POCs, RFPs, and addressing complex security questions.</li> <li>Excellent communication and interpersonal skills, with a passion for leading with empathy and curiosity</li> <li>Ability to challenge the status quo and continuously improve Solutions Engineering processes and playbooks</li> <li>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</li> <li>Willing and able to travel occasionally</li> </ul> <p>*Proof of eligibility to work in the United States is required.</p> <p>The OTE salary range for candidates within the Greater Chicago Area is $171,720-$205,110 Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).&nbsp;&nbsp;</p> <p><span style="font-weight: 400;">#LI-Hybrid</span></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 social platforms on personal time, and do not challenge or confront anyone for their views