Senior Forward Deployed Engineer

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always‑on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI‑enhanced support for the more complex or high‑touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What will you be doing?

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• Drive the adoption of Fin by helping prospects unlock the power of Intercom’s AI capabilities to automate and scale their support operations.
  
• Embed deeply with strategic customers to understand their business challenges and technical requirements in detail, providing them with insight to achieve outstanding results with Fin.
  
• Work hands‑on with customers’ technical teams as a technical expert and trusted advisor, coding side‑by‑side to drive projects to completion.
  
• Collaborate closely with Sales, Success, and Product teams to ensure seamless customer experiences, project success, and actionable product feedback.
  
• Contribute to and evolve the Forward Deployed Engineering function—codify best practices and share insights gained from customer engagements to help us scale and grow.
  

What skills do you need?

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• Ideally, you’ve built an exciting SaaS product in previous roles and love the satisfaction of knowing that people around the world are using something you’ve created. Bonus points for former founders or early engineers at a startup.
  
• Interest in AI/ML; ability to quickly build a good understanding of novel problems, capabilities, architectures, and trade‑offs.
  
• Strong cross‑functional collaboration skills, ability to navigate organizational boundaries, and bring people together to achieve the best outcome for customers and Intercom.
  
• Deep knowledge of a high‑level programming language (e.g., JavaScript, Python, Ruby). Great people are effective and learn what we use quickly (or introduce us to better ways).
  
• Ability to prototype and ship software fast while maintaining a high bar on quality and focusing on business goals and outcomes.
  
• Proficient in using and writing REST APIs to integrate systems effectively.
  
• Strong communication skills; can speak to engineers and non‑technical audiences at different levels.
  
• Willingness to travel and work on‑site with customers to build strong relationships and deeply understand their needs.
  

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• Competitive salary and equity in a fast‑growing start‑up.
  
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
  
• Regular compensation reviews – we reward great work!
  
• Pension scheme & match up to 4 %.
  
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents.
  
• Flexible paid time off policy.
  
• Paid maternity leave, as well as 6 weeks paternity leave for fathers to spend valuable time with loved ones.
  
• If you’re cycling, we’ve got you covered on the Cycle‑to‑Work Scheme with secure bike storage.
  
• MacBooks are our standard, but we also offer Windows for certain roles when needed.
  

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier, and create a great culture while still providing flexibility to work from home. Employees are expected to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, we do not advocate on behalf of the company or employees on any social or political topics out of internal or external communications. We respect personal opinion and expression on these topics on personal social platforms in personal time, and do not challenge or confront anyone for their views on non‑work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values. xcfaprz

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.