Staff Forward Deployed Engineer

Intercom; Greater London; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary and equity

Daily lunch and snacks

Regular compensation reviews

Pension scheme

Health and dental insurance

Flexible paid time off

Maternity and paternity leave

Cycle-to-Work Scheme and secure bike storage

Job summary

Intercom is looking for a Staff Forward Deployed Engineer to assist strategic customers in harnessing Fin's AI capabilities. You'll lead AI adoption, collaborate with diverse teams, and drive impactful outcomes. The ideal candidate has a strong SaaS background, excellent programming skills, and a passion for AI/ML. Flexibility for on-site work is required, alongside skills in REST API integration. Intercom offers competitive compensation and a supportive work environment.

Qualifications

• Experience building and launching SaaS products.
• 2+ years as primary technical leader.
• Ability to work independently and influence outcomes.
• Strong understanding of programming and integration with APIs.
• Flexibility to adapt to new technologies quickly.
• Willingness to travel and work on-site with customers.

Responsibilities

• Lead the adoption of Fin's AI capabilities with customers.
• Work with technical teams to complete projects.
• Collaborate with Sales and Product teams for seamless experiences.
• Mentor new engineers and share insights.
• Influence product direction based on customer needs.

Skills

SaaS product development

AI/ML interest

Programming languages

REST API usage

Cross-functional collaboration

Strong communication

Tools

JavaScript

Python

Ruby

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?

In the last six months, we experienced an increase in demand for software engineers who work closely with our most strategic customers and help bridge the gap between their business goals and our AI Agent for Customer Service, Fin. As a Staff Forward Deployed Engineer, you’ll work directly with these customers and our Go‑To‑Market team to deeply understand use cases and design, build, and implement solutions for them. You’ll operate with a high degree of autonomy and trust: expected to set direction, own outcomes, and represent Fin confidently in high‑stakes customer contexts. As a result, you’ll play a pivotal role in revolutionising how our customers scale their support operations while unlocking meaningful business impact. In addition, you’ll lead by example: acting as a cross‑functional force multiplier who influences product direction with field insight and helps define what Forward Deployed Engineering means at Fin. If you’re looking for ownership, creativity, and the chance to steer R&D and Go‑To‑Market teams in a fast‑paced environment, this role is for you.

What will I be doing?

• Lead the adoption of Fin by helping prospects unlock the power of Fin’s AI capabilities to automate and scale their support operations.
• Embed deeply with strategic customers to understand their business challenges and technical requirements, acting as a proactive partner who steers them toward outstanding results with Fin.
• Work hands‑on with customers’ technical teams as a confident subject‑matter expert and trusted advisor, coding side‑by‑side to drive projects to completion.
• Collaborate closely with Sales, Success, and Product teams, and actively influence their work to ensure seamless customer experiences, project success, and timely, actionable product feedback.
• Lead and evolve the Forward Deployed Engineering function, sharing insights and shaping how the role operates as it grows.
• Leverage connections across our strategic accounts to anticipate challenges, align stakeholders quickly and influence decisions that drive us to success.
• Provide guidance and mentorship to Forward Deployed Engineers and Solutions Engineers as we continue to scale.

What skills do I need?

• Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created. Bonus points if you’re a former founder or early engineer at a startup.
• Demonstrated track record of autonomous decision‑making, prioritisation and accountability for outcomes: such as 2+ years serving as the primary technical leader for a team.
• You are interested in AI/ML and able to ramp up on unfamiliar concepts quickly: absorbing new capabilities, limitations and trade‑offs fast enough to guide customers and internal teams.
• You set the high bar for cross‑functional collaboration. Skilled at navigating organisational boundaries, rallying diverse teams, and steering everyone toward the best outcome for our customers and Fin.
• Deep knowledge of a high‑level programming language (for example, JavaScript, Python, Ruby, etc.) but it doesn’t need to be a language that we use here. Great people are effective and learn what we use quickly (or introduce us to better ways of working).
• Decisive and pragmatic: know when to prototype and ship fast yourself, and when to elevate or delegate. Always keeping quality high and business goals front‑of‑mind.
• Proficient using and writing REST APIs to integrate systems effectively.
• Strong communicator who tailors the message to any audience. Can easily talk to engineers and non‑technical audiences about the same topics at the right level of detail.
• Willing to travel and work on site with customers to build strong relationships and deeply understand 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
• Regular compensation reviews – we reward great work!
• 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 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.