Staff Forward Deployed Engineer

Who you are

You have a strong background in engineering with a focus on customer-facing solutions — your experience includes working directly with clients to understand their needs and translating those into technical implementations. You thrive in high-stakes environments where you can set direction and own outcomes, demonstrating confidence in representing your company.

You possess a deep understanding of AI technologies and their application in customer service — your ability to design and build solutions that enhance customer experiences is a key strength. You are comfortable working autonomously and are driven by the impact your work has on customer satisfaction and business success.

Your communication skills are exceptional, allowing you to effectively collaborate with cross-functional teams, including Go-To-Market teams, to ensure alignment on customer needs and technical capabilities. You are adept at navigating complex customer contexts and can articulate technical concepts to non-technical stakeholders.

You are passionate about pushing boundaries and building innovative solutions that deliver value — your proactive approach to problem-solving and continuous improvement sets you apart. You understand the importance of feedback and are always looking for ways to enhance your work and the solutions you provide.

Desirable

Experience with AI-driven customer service solutions is a plus — familiarity with platforms like Intercom will give you an edge in understanding the nuances of customer interactions and support operations. A background in software engineering or a related field will further enhance your ability to contribute effectively in this role.

What you'll do

As a Staff Forward Deployed Engineer at Intercom, you will engage directly with our most strategic customers to understand their unique use cases and challenges. Your role will involve designing, building, and implementing tailored solutions that leverage our AI agent, Fin, to transform customer service experiences. You will work closely with the Go-To-Market team to ensure that the solutions you develop align with customer business goals and deliver measurable impact.

You will operate with a high degree of autonomy, setting the direction for your projects and owning the outcomes. This includes leading technical discussions with customers, gathering requirements, and translating them into actionable engineering tasks. Your ability to represent Intercom confidently in high-stakes situations will be crucial as you navigate complex customer environments.

In addition to direct customer engagement, you will collaborate with internal teams to refine our product offerings and enhance the capabilities of our AI solutions. Your insights and feedback will play a vital role in shaping the future of our customer service technology, ensuring that we remain at the forefront of the industry.

You will also have the opportunity to mentor junior engineers and contribute to the overall growth of the engineering team. Your leadership will help foster a culture of innovation and excellence, driving the team to achieve ambitious goals and deliver outstanding results for our customers.

What we offer

Intercom provides a dynamic work environment where you can make a significant impact on customer experiences. We value autonomy and trust, allowing you to take ownership of your projects and drive meaningful change. Our culture encourages collaboration and continuous learning, providing opportunities for professional development and growth.

We offer competitive compensation and benefits, recognizing the value of your contributions to our mission. Join us in revolutionizing customer service and be part of a team that is dedicated to delivering exceptional value to businesses worldwide.