Sales Engineer

Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. 

What's the opportunity? 🤔

As a Sales Engineer, you’ll be leading the pre-sales technical discussions with our key prospects to make sure there’s nothing stopping them from getting the most out of Intercom. You’ll be an integral part of the Intercom Sales team and a thought leader to our customers helping them transform their customer’s experiences.

You will be working with both Pre and Post-Sales Teams to ensure the best possible technical fit and create innovative solutions for our customers - a trusted advisor to all. You’ll be collaborating with our Intercomrades to drive onboarding completion, increase user adoption, improve retention and overall success while helping to collect customer references, case studies, and product feedback. Truly great Sales Engineers help build the Intercom culture and display a strong desire to help customers see the true value in our solutions by driving positive business outcomes. 

What will I be doing? 🚀

The right fit for this role will be naturally curious about our customer's challenges and objectives where you will be researching and questioning in a consultative manner to gather and understand how we can co-create a transformation vision with Intercom

• Help lead the discovery process, work to uncover your customer’s business objectives and current pains 
• Work collaboratively with Account Executives, Account Managers and Sales Leaders and more cross functional teams at Intercom
• Leading all technical discussions and solutions internally with cross-functional teams when needed and being a single point of contact for all aspects of the deal presales.
• Work in tandem with the Sales team to guide and complete Proof of Concepts to key decision-makers that address clearly their challenges and objectives whilst focused on articulating business value
• Configure the very best demonstrations to align with a prospect's use case, speaking comfortably to all stakeholders - Administrators/IT, Managers and “C” level executives
• Coach customers on Intercom usage and best practices to help make them into product experts
• Work with customers to understand and validate technical requirements (Security evaluation, SSO, SAML, Platform & Third Party Integrations, API/Webhooks, Technical Solution Designs) • Always be learning and looking for ways to build your brand inside and outside Intercom • Willing and able to travel occasionally

What skills do I need? 📖

•  3+ years of Sales Engineering or Solution Consulting experience in a SaaS organization
• Excellent oral, written, presentation and interpersonal communication skills
• Possess positive energy with a passion for problem-solving and bringing your people skills to excite the buyer while presenting remotely or in-person
• Able to think strategically to overcome technical and security roadblocks
• You have a track record for creating innovative ideas to increase customer retention and product adoption
• You have an ability to stay focused under pressure and thrive while working with customers to solve their most challenging issues
• Prioritization and time-management skills; the ability to organize workload and schedule amid shifting priorities 
• Have experience coding/scripting in programming languages is a bonus but SE’s don’t have to be deeply technical but must be very comfortable with our platform and be able to learn it quickly - we help with that!  

Bonus skills & attributes 🙌

• Experience integrating RESTful APIs
• Working knowledge of Webhooks
• Experience with Intercom is a plus
• SaaS experience preferred

Benefits 😍

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Open vacation policy and 10 corporate holidays
• Paid Parental Leave Program
• 401k plan & match
• In-office bic