Director of AI Solutions Engineering (Enterprise)

Intercom; San Francisco (CA); Hybrid; USD 329,000 - 392,000; Full time

Job summary

Intercom is seeking a transformational Solutions Engineering leader to head our Mid Market and Enterprise SE teams in North America. You’ll shape GTM for AI-driven support platforms, build a world-class team, and drive customer outcomes with credibility and strategic vision.

This role blends strategy and hands-on execution, partnering with Sales, Product, Marketing and R&D to win complex deals and craft verticalized solution architectures.

Qualifications

• 5+ years of pre-sales experience in Sales Engineer or Solutions Engineer roles.
• 3+ years leading technical pre-sales teams.
• Experience with AI, data, or highly technical products preferred.
• Ability to navigate ambiguity and perform under pressure.
• Humility and willingness to learn to support the team and customers.
• Proven track record of delivering revenue and accurate forecasts.
• Excellent communication and presentation skills.

Responsibilities

• Define and evolve the strategic vision and 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, engaging in strategic deals while developing team capabilities.
• Support complex, six-figure sales cycles with technical guidance, architecture, demos, and product evaluation.
• Serve as a trusted technical advisor and executive point of contact for large customers.
• Partner 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 assets.
• Advocate for customer needs to influence product roadmap and prioritization.
• Represent Intercom and the SE function externally through executive meetings and strategic events.
• Foster relationships with C-level stakeholders translating AI capabilities into business impact.

Skills

Pre-sales experience

Team leadership

AI/technical product knowledge

Handling ambiguity

Humility and teamwork

Revenue forecasting

Communication skills

Job description

Intercom is seeking a transformational Solutions Engineering leader to head our Mid Market and Enterprise SE teams in North America. You’ll shape GTM for AI-driven support platforms, build a world-class team, and drive customer outcomes with credibility and strategic vision.

This role blends strategy and hands-on execution, partnering with Sales, Product, Marketing and R&D to win complex deals and craft verticalized solution architectures.