Senior Solutions Architect

Intercom; Greater London; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary and equity

Fully stocked kitchen and daily lunch

Flexible paid time off policy

Pension scheme with employer match

Comprehensive health and dental insurance

Paid maternity and paternity leave

Cycle‑to‑Work Scheme

Job summary

Intercom is looking for a talented Solutions Engineer to join their Customer Solutions Team. In this role, you'll engage with customers, demonstrating the value of our AI solutions and working closely with Product and Engineering teams.

The ideal candidate will have over 5 years of technical pre-sales experience and be comfortable communicating complex solutions to diverse audiences. The company offers competitive salary, equity, and a supportive working environment.

Qualifications

• Minimum of 5 years of experience in a technical pre‑sales role.
• Ability to effectively communicate technical solutions to both technical and non‑technical audiences.
• Experience managing C‑Level technical and business relationships.

Responsibilities

• Lead technical discovery to identify and address our customers’ needs.
• Deliver an exceptional pre‑sales experience by articulating Fin's value.
• Design and lead tailored Proof of Concepts (POCs) that showcase Fin's capabilities.

Skills

Technical pre-sales experience

Strong technical acumen

Problem-solving skills

Time-management skills

Communication skills

Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

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.

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.

What’s The Opportunity?

Fin is an AI‑first company revolutionizing how customer service is delivered today. Our entire platform is driven by an advanced AI Agent who we call Fin, who blends automation with empathy, setting a new standard in customer support. At Fin, you’ll help shape the future of AI‑first customer service, showing our customers the transformative power of artificial intelligence. By inspiring a bold vision and delivering impactful solutions, you’ll make AI‑powered support not just possible, but a reality for our customers.

About the Role:

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&D, and Engineering to ensure our customers’ needs and insights are at the core of our AI‑powered solutions.

What Will I Be Doing?

• Lead technical discovery to identify and address our customers’ needs
• Deliver an exceptional pre‑sales experience by articulating Fin's value and technical expertise
• Conduct impactful, value‑based solution reviews and in‑depth technical sessions
• Design and lead tailored Proof of Concepts (POCs) that showcase Fin's capabilities
• Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalating complex issues
• Collaborate cross‑functionally with Product and Engineering to represent the customer voice, gathering feedback and insights for product planning
• Build trust with customers by approaching challenges with empathy and curiosity
• Continuously improve processes and contribute to building a best‑in‑class Solutions Engineering playbook at Fin
• Commit to customer success, ensuring lasting value and proactively addressing challenges

What Skills Do I Need?

• Minimum of 5 years of experience in a technical pre‑sales role, managing C‑Level technical and business relationships
• Strong technical acumen with experience in conducting technical discovery and delivering high‑impact value presentations
• Ability to solve problems independently while thriving in collaborative team environments
• Proven time‑management skills in a dynamic team environment
• Demonstrated ability to quickly identify and communicate the value proposition throughout the sales cycle
• 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
• Experience working closely with product and engineering teams to communicate customer feedback and influence product direction
• Familiarity with managing POCs, RFPs, and addressing complex security questions
• Excellent communication and interpersonal skills, with a passion for leading with empathy and curiosity
• Ability to challenge the status quo and continuously improve Solutions Engineering processes and playbooks
• 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
• Willing and able to travel occasionally

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
• Unlimited access to Claude Code and best‑in‑class AI tools; experimentation & building is encouraged & celebrated
• 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

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.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin 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.