Intercom Forward Deployed Engineer at Intercom works hands-on with strategic customers to design and deliver high-impact AI solutions. The role bridges customer needs and product innovation while influencing product direction and roadmap decisions.
Responsibilities
Drive adoption of Fin by helping prospects unlock the power of our AI capabilities to automate and scale their support operations.
Embed deeply with strategic customers to understand their business challenges and technical requirements, and provide the insight needed to achieve outstanding results with Fin.
Work hands-on with customers’ technical teams as a trusted technical expert, coding side-by-side to drive projects through to completion.
Collaborate closely with Sales, Success, and Product teams to ensure seamless customer experiences, successful project delivery, and actionable product feedback.
Contribute to the evolution of the Forward Deployed Software Engineering function by codifying best practices and sharing insights from customer engagements to help the team scale and grow.
Strong engineering background, preferably in fields such as Computer Science, Mathematics, Software Engineering or Physics.
Experience building a SaaS product with real-world usage. Bonus points for former founders or early startup engineers.
Qualification
You’re a strong coder
Required
You’re interested in AI/ML and enjoy quickly building a strong understanding of novel problems, capabilities, and architectures — including the trade-offs and limitations involved.
You bring strong cross-functional collaboration skills, with the ability to navigate organizational boundaries and bring people together to achieve the best outcomes for our customers and for Intercom.
You’re a strong coder. You have deep knowledge of at least one high-level programming language (for example, JavaScript, Python, Ruby, etc.). It doesn’t need to be a language we use today — great people are effective learners and are quick to pick up new tools or introduce better ways of working.
You’re able to prototype and ship software quickly, while maintaining a high bar for quality and a clear focus on business goals and outcomes.
You’re proficient in using and writing REST APIs to integrate systems effectively.
You’re a strong communicator who can comfortably discuss the same topics with engineers and non-technical audiences, adapting depth and detail as needed.
You’re willing to travel and work on-site with customers to build strong relationships and develop a deep understanding of their needs.
