About the job
Intercom is the leading AI Customer Service platform dedicated to transforming how businesses engage with their customers. We empower companies to provide outstanding customer experiences through our innovative solutions.
Our advanced AI agent, Fin, is at the forefront of customer service technology, enabling businesses to deliver exceptional, always-on support. Fin seamlessly integrates with our Helpdesk to form the Intercom Customer Service Suite, a comprehensive solution designed to address both simple and complex customer inquiries.
Since our inception in 2011, we have earned the trust of nearly 30,000 businesses worldwide, setting a new benchmark for customer service excellence. Our core values drive us to challenge norms, work with agility, and consistently deliver outstanding value to our clients.
What’s the Opportunity?
Recently, we have seen a surge in demand for skilled software engineers who collaborate closely with our strategic customers, helping to align their business objectives with our AI capabilities through Fin. As a pioneering Senior Forward Deployed Engineer, you will engage with our R&D team to influence product direction while creating significant business impact for our customers.
Your contributions will be crucial in redefining how our key clients enhance their customer support operations. You will collaborate with customers and our go-to-market team to deeply understand their needs, and design, develop, and implement tailored solutions.
If you seek a role that offers ownership, creativity, and the chance to lead R&D and go-to-market initiatives in a dynamic environment, this position is ideal for you.
What Will I Be Doing?
- Facilitate the adoption of Fin by guiding prospects to harness the full potential of Intercom’s AI capabilities, automating and scaling their support operations.
- Engage deeply with strategic customers to comprehend their business challenges and technical requirements, offering insights to achieve exceptional results with Fin.
- Act as a technical expert and trusted advisor, collaborating directly with customer technical teams, coding alongside them to ensure successful project completion.
- Work in close partnership with Sales, Success, and Product teams to guarantee seamless customer experiences, project success, and actionable product feedback.
- Contribute to the evolution of the Forward Deployed Engineering function by documenting best practices and sharing insights garnered from customer interactions to facilitate our growth.

