We are seeking a transformational Solutions Engineering leader to lead our Mid-Market and Enterprise SE teams. You will be a pivotal figure in helping Intercom scale its AI-driven support platform to some of the world's most well-known brands.

Responsibilities:

• Define and evolve the strategic vision and go-to-market 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.
• 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.
• Lead discovery, design, and delivery of tailored technical solutions.
• 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.

Requirements:

• 5+ years of pre-sales experience as a Sales Engineer, Solutions Engineer/Architect, or related individual contributor role.
• 2+ years of experience leading technical pre-sales teams.
• Experience selling AI, data, or highly technical products.
• Comfortable with ambiguity and able to thrive under pressure.
• Humble attitude and passion to help others.
• Track record of consistently delivering revenue numbers and producing accurate forecasts.
• Excellent communication and presentation skills.