Head of Solutions Engineering – AI Platform

Intercom; Chicago (IL); Hybrid; USD 251,000 - 300,000; Full time

Benefits offered by this job

RSUs

Bonus program

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, build a world-class team, and drive measurable outcomes through our AI-first platform.

You’ll partner with Sales, Success, Product, Engineering, and Services to win complex deals, develop repeatable playbooks, and ensure technical credibility while mentoring a high-performing team.

Qualifications

• 5+ years of pre-sales experience as a Sales Engineer, Solutions Engineer/Architect, or related role.
• 3+ years leading technical pre-sales teams with hiring and mentoring.
• Ideally experience selling AI, data, or highly technical products; or strong curiosity about AI.
• Comfortable with ambiguity and able to work under pressure with customers.
• Humble attitude with willingness to learn to support the team and customers.
• Track record of revenue numbers and forecasts with focus on growth.
• Willing to travel internationally about once a month.
• Ability to flex working hours to partner with teams in EMEA and APAC.
• Excellent communication and presentation skills.

Responsibilities

• Define and evolve the strategic vision and go-to-market for Solutions Engineering.
• Lead, coach, and scale a high-performing SE team across regions and verticals.
• Operate as player-coach, engaging in strategic deals while developing team capabilities.
• Support complex, six-figure sales cycles with technical guidance, demos, and product evaluation.
• Serve as trusted technical advisor and executive contact for large customers.
• Partner with Sales, Product, Marketing, and R&D to shape GTM motions and solution strategy.
• Champion a customer-obsessed culture across pre-sales journey.
• Lead discovery, design, and delivery of tailored technical solutions, including PoCs.
• Build reusable, scalable solution frameworks and assets.
• Advocate for customer needs to influence product roadmap.
• Represent Intercom and the SE function in executive meetings and events.
• Foster relationships with C-level stakeholders translating AI into business impact.

Skills

5+ years pre-sales

3+ years leading SE teams

AI/data product experience

Ambiguity under pressure

Humble attitude & learning

Revenue delivery & forecasts

Travel internationally

Flexible with EMEA/APAC hours

Excellent communication

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, build a world-class team, and drive measurable outcomes through our AI-first platform.

You’ll partner with Sales, Success, Product, Engineering, and Services to win complex deals, develop repeatable playbooks, and ensure technical credibility while mentoring a high-performing team.