Senior Manager, Solutions Engineering

Fin; 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

Fin , now part of Salesforce, is 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, giving modern support teams one single system.

Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.

Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce.

What's the opportunity?

We’re seeking a transformational Solutions Engineering leader to lead our Mid Market and Enterprise SE teams in North America. You’ll be a pivotal figure in helping Intercom scale its AI-driven support platform to some of the world’s most well-known brands. This role will shape how we engage with large, complex organizations, defining our go-to-market, building a world-class team, and delivering tangible customer outcomes through innovation and credibility.

This role is both strategic and hands-on. You will lead a Solutions Engineering team focused on winning complex deals, creating vertical-specific solution architectures, and building repeatable playbooks. We believe in leaders who are open to be a player and a coach, regardless of seniority. You’ll collaborate closely with Sales, Success, Product, Engineering, and Services to deliver customer transformation through Intercom’s AI-first platform – be it through strategic guidance as a senior leader on the team, or securing deals with your own technical credibility where needed.

What will I be doing?

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

What skills do I need?

• 5+ years of pre-sales experience as a Sales Engineer, Solutions Engineer/Architect, or related individual contributor role.
• Having 3+ years of experience leading technical pre-sales teams, with a proven track record of hiring, mentoring, and managing high-performing teams.
• Ideally, experience selling AI, data, or highly technical products; or at the very least, deep curiosity and utilization of AI on your day-to-day.
• Comfortable with ambiguity in environments with an ability to stay focused and thrive under pressure while working with customers to solve their most challenging issues.
• Have a humble attitude, and a passion to help others, with a willingness to learn whatever it takes to support the team and help our customers thrive.
• A track record of consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on team development and growth
• Able to travel internationally on average once a month
• Ability to flex working hours to partner with teams in EMEA and APAC.
• Excellent communication and presentation skills

The OTE salary range for candidates within the Greater Chicago Area is $251,100-$299,925. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers . Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

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.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values .

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applied to current and prospective employees, no matter where they are in their Salesforce employment journey.. This also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, etc... NO.