Senior Solutions Engineering Leader – AI for Enterprise

Intercom; United States; Hybrid; USD 279,000 - 333,000; Full time

Job summary

Intercom is seeking a Senior Manager, Solutions Engineering to lead the NA mid-market and enterprise SE teams, shaping go-to-market strategy for our AI-driven support platform. You’ll guide cross-functional collaboration across Sales, Success, Product, Engineering, and Services to drive customer transformation and credible technical leadership.

This role combines strategic leadership with hands-on execution, managing complex deals, PoCs, and tailored architectures while building scalable

Qualifications

• 5+ years of pre-sales experience in Sales Engineer, Solutions Engineer/Architect, or related individual contributor role.
• 3+ years of experience leading technical pre-sales teams, with hiring and mentoring experience.
• Ideally experience selling AI, data, or highly technical products; or strong curiosity and use of AI in day-to-day work.
• Comfortable with ambiguity and working with customers to solve complex issues under pressure.
• Humility and willingness to learn to support the team and customers.
• Track record of delivering revenue, forecasts, and team growth.
• Able to travel internationally about once a month.
• Ability to adjust working hours to partner with EMEA and APAC teams.
• 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 contact for large customers.
• Partner with Sales, Product, Marketing, and R&D to shape vertical GTM motions and solution strategy.
• Champion a customer-obsessed culture across pre-sales 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 assets.
• Advocate for customer needs to influence product roadmap and prioritization.
• Represent Intercom externally through executive meetings and strategic events.
• Foster relationships with C-level stakeholders translating AI capabilities into business impact.

Skills

Pre-sales leadership

Leadership experience

AI/data products knowledge

Communication skills

Travel internationally

Flexible hours across time zones

Presentation skills

Job description

Intercom is seeking a Senior Manager, Solutions Engineering to lead the NA mid-market and enterprise SE teams, shaping go-to-market strategy for our AI-driven support platform. You’ll guide cross-functional collaboration across Sales, Success, Product, Engineering, and Services to drive customer transformation and credible technical leadership.

This role combines strategic leadership with hands-on execution, managing complex deals, PoCs, and tailored architectures while building scalable