Staff Forward Deployed Engineer

Who you are

You have extensive experience in engineering, particularly in roles that require direct customer engagement and solution implementation. You understand the intricacies of customer service technologies and have a proven track record of delivering impactful solutions that align with business objectives. Your ability to communicate effectively with both technical and non-technical stakeholders sets you apart, allowing you to represent your company confidently in high-stakes situations. You thrive in environments where autonomy is encouraged, and you take ownership of your projects, driving them to successful outcomes.

You are familiar with AI technologies and their applications in customer service, particularly in enhancing user experiences. Your background includes working with cross-functional teams, where you have collaborated closely with sales, marketing, and product teams to ensure that customer needs are met through innovative solutions. You are adaptable and can pivot quickly based on customer feedback and changing requirements, ensuring that the solutions you provide are always relevant and effective.

Desirable

Experience with AI-driven customer service solutions is a plus, as is familiarity with the Intercom platform. You may also have a background in software development, which helps you understand the technical aspects of the solutions you implement. A passion for customer experience and a desire to make a meaningful impact in this area will resonate well with our team.

What you'll do

As a Staff Forward Deployed Engineer at Intercom, you will engage directly with our most strategic customers, understanding their unique use cases and challenges. You will work closely with our Go-To-Market team to design, build, and implement tailored solutions that leverage our AI agent, Fin. Your role will involve a high degree of autonomy, where you will set the direction for projects and own the outcomes, ensuring that customer expectations are not only met but exceeded.

You will be responsible for analyzing customer feedback and data to refine and enhance the solutions you provide. This may involve collaborating with product teams to iterate on features or working with engineering teams to troubleshoot and resolve any technical issues that arise. Your ability to think critically and creatively will be essential as you navigate complex customer environments and deliver solutions that drive business impact.

In addition to direct customer engagement, you will also play a key role in internal initiatives aimed at improving our service offerings. This could involve contributing to product development discussions, sharing insights from customer interactions, and helping to shape the future of our AI customer service solutions. Your expertise will be invaluable in guiding the direction of our technology and ensuring that we remain at the forefront of the industry.

What we offer

At Intercom, we are committed to fostering a culture of innovation and collaboration. You will have the opportunity to work with a talented team of professionals who are passionate about transforming customer service through AI technology. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will be part of a mission-driven company that values your contributions and encourages you to push boundaries in your work. Join us in setting a new standard for customer service and making a meaningful impact on businesses worldwide.