Manager, Solutions Engineering (Mid-Market & Enterprise)

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? We’re seeking a transformational Solutions Engineering leader to lead our Mid-Market and Enterprise SE teams. 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 organisations, defining our go-to-market, building a world-class team, and delivering tangible customer outcomes through innovation and credibility. 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. What will I be doing? Define and evolve the strategic vision and go-to-market (GTM) approach for the Solutions Engineering function. Lead, coach, and scale a high-performing SE team across global regions and core verticals. Operate as a player-coach, actively engaging in strategic deals while developing team capabilities. Support complex, six-figure sales cycles with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise. Serve as a trusted technical advisor and executive point of contact for large customers. Partner closely with Sales, Product, Marketing, and R&D to shape verticalized GTM motions and solution strategy. Champion a customer-obsessed culture across the pre-sales journey – from outbound to implementation. Lead discovery, design, and delivery of tailored technical solutions, including PoCs and business value assessments. Build reusable, scalable solution frameworks, and industry-specific technical assets. Advocate for customer needs and insights internally to influence product roadmap and prioritization. Represent Intercom and the SE function externally through executive meetings and strategic events. Foster strong relationships with C-level stakeholders, translating AI product capabilities into tangible business impact. What skills do I need? 5+ years of pre-sales experience as a Sales Engineer, Solutions Engineer/Architect, or related individual contributor role. Having 2+ years of experience leading technical pre-sales teams, with a proven track record of hiring, mentoring, and managing high-performing teams. 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. 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. 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. A track record of consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on team development and growth Able to travel internationally on average once a month Excellent communication and presentation skills 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 meaningful equity Comprehensive medical, dental, and vision coverage Regular compensation reviews - great work is rewarded! Flexible paid time off policy Paid Parental Leave Program 401k plan & match In-office bicycle storage Fun events for Intercomrades, friends, and family! *Proof of eligibility to work in the United States is required. The OTE salary range for candidates within the Greater Chicago Area is $202,500 - $251,550. 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). #LI-Hybrid 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 three 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.