Forward Deployed Software Engineer

Intercom; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading customer service technology firm is seeking a Forward Deployed Software Engineer to enhance its AI capabilities. You'll work closely with strategic customers to implement solutions, influence product direction, and tackle complex challenges. Ideal candidates have a strong engineering background, SaaS experience, and interest in AI/ML. This role involves significant collaboration and the chance to shape customer experiences while maintaining high-quality software standards.

Benefits

Competitive salary and equity

Lunch and snacks provided

Pension scheme with 4% match

Health and dental insurance

Flexible paid time off

Paid maternity and paternity leave

Cycle-to-Work Scheme

Standard MacBook equipment

Qualifications

• Strong engineering background in relevant fields.
• Experience with a SaaS product preferred.
• Interest in AI/ML and quick learning of new systems.

Responsibilities

• Drive adoption of Fin for automation of support operations.
• Understand customer challenges and provide solutions.
• Work with customer technical teams on projects.
• Collaborate with Sales and Product teams for feedback.
• Contribute to best practices in Forward Deployed Software Engineering.

Skills

Engineering background

Experience building SaaS products

Interest in AI/ML

Cross-functional collaboration

Prototyping and shipping software

REST APIs proficiency

Strong communication skills

Willingness to travel

Education

Degree in Computer Science, Mathematics, Software Engineering or Physics

Job description

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?

Over the past twelve months, we’ve seen rapidly growing demand for Software Engineers who thrive at the intersection of deep technical work, customer impact, and product strategy. As Intercom’s AI Agent for Customer Service, Fin, becomes mission‑critical for our most strategic customers, we’re building a team of Forward Deployed Software Engineers to help bridge the gap between customer needs and product innovation.

As a Forward Deployed Software Engineer, you’ll work hands‑on with some of Intercom’s most strategic customers, partnering closely with our R&D and Go‑to‑Market teams to design and deliver high‑impact solutions. You’ll go beyond implementation — helping shape product direction, influencing roadmap decisions, and ensuring Fin delivers real, measurable business outcomes in complex, real‑world environments.

If you’re excited by ownership, creativity, and solving ambiguous problems, and you want to work at the frontier of applied AI while collaborating with world‑class Product, Engineering, and GTM teams, this role offers a rare opportunity to combine technical excellence with real customer impact.

What will I be doing?

• Drive adoption of Fin by helping prospects unlock the power of Intercom’s AI capabilities to automate and scale their support operations
• Embed deeply with strategic customers to understand their business challenges and technical requirements, and provide the insight needed to achieve outstanding results with Fin
• Work hands‑on with customers’ technical teams as a trusted technical expert, coding side‑by‑side to drive projects through to completion
• Collaborate closely with Sales, Success, and Product teams to ensure seamless customer experiences, successful project delivery, and actionable product feedback
• Contribute to the evolution of the Forward Deployed Software Engineering function by codifying best practices and sharing insights from customer engagements to help the team scale and grow

What skills do I need?

• Strong engineering background, preferably in fields such as Computer Science, Mathematics, Software Engineering or Physics
• Experience building a SaaS product with real‑world usage. Bonus points for former founders or early startup engineers
• Interest in AI/ML and a willingness to quickly build a strong understanding of novel problems, capabilities, and architectures — including the trade‑offs and limitations involved
• Strong cross‑functional collaboration skills, with the ability to navigate organizational boundaries and bring people together to achieve the best outcomes for our customers and for Intercom
• Ability to prototype and ship software quickly, while maintaining a high bar for quality and a clear focus on business goals and outcomes
• Proficiency in using and writing REST APIs to integrate systems effectively
• Strong communication skills, able to discuss technical topics with engineers and non‑technical audiences, adapting depth and detail as needed
• Willingness to travel and work on‑site with customers to build strong relationships and develop a deep understanding of their needs

Benefits

• 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
• 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

#LI-Hybrid

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.

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.