Senior Forward Deployed Engineer — AI Solutions for Customers

Intercom; San Francisco (CA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Equity

Comprehensive health coverage

Unlimited AI tools access

Flexible PTO

Parental Leave

Bike storage

Team events

Job summary

Intercom is seeking a Forward Deployed Software Engineer to work hands-on with strategic customers, bridging customer needs with product innovation and AI-driven solutions. You will collaborate with R&D and GTM teams to design and deliver high-impact, real-world implementations of Fin, Intercom’s AI agent for customer service.

You’ll influence product direction, participate in roadmap decisions, and ensure Fin delivers measurable business outcomes across complex environments.

Qualifications

• Extensive engineering background with SaaS experience.
• Experience shipping production software with real-world usage.
• Interest in AI/ML and evaluating novel problems and architectures.
• Ability to collaborate across Sales, Success, and Product teams.
• Proven ability to prototype and ship software quickly with quality.
• Proficient in designing and consuming REST APIs for integrations.
• Willingness to travel and work on-site with customers.

Responsibilities

• Drive adoption of Fin by helping prospects unlock Intercom’s AI capabilities to automate and scale their support operations.
• Embed deeply with strategic customers to understand business challenges and technical requirements, providing insights 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.

Skills

Software engineering

SaaS product experience

AI/ML interest

REST APIs

Cross-functional collaboration

Strong communication

Travel & on-site

Education

Bachelor's degree in CS/Math/Physics or related

Job description

Intercom is seeking a Forward Deployed Software Engineer to work hands-on with strategic customers, bridging customer needs with product innovation and AI-driven solutions. You will collaborate with R&D and GTM teams to design and deliver high-impact, real-world implementations of Fin, Intercom’s AI agent for customer service.

You’ll influence product direction, participate in roadmap decisions, and ensure Fin delivers measurable business outcomes across complex environments.