Principal Solutions Engineer Job at Intercom (San Francisco)

Principal Solutions Engineer

Intercom

Location:
United States , San Francisco

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

258306.00 - 300194.00 USD / Year

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Job Description:

Intercom is looking for an exceptional Principal Solutions Engineer to join our vibrant Customer Solutions Team. In this role, you’ll engage directly with our customers as their trusted advisor, playing a pivotal part in defining and demonstrating value across the entire sales cycle, and driving our customers to success during their evaluation of our product.

Job Responsibility:

Lead technical discovery to identify and address our customers’ needs
Deliver an exceptional pre-sales experience by articulating Intercom's value through your technical expertise
Conduct impactful, value-based solution reviews and in-depth technical sessions as the customer evaluates our product
Design and lead tailored Proof of Concepts (POCs) that have clear success criteria and showcase Intercom's capabilities
Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalating complex issues
Collaborate cross-functionally with Product and Engineering to represent the customer voice, gathering feedback and insights for product planning
Build trust with customers by approaching challenges with empathy and curiosity
Continuously improve processes and contribute to building a best-in-class Solutions Engineering playbook at Intercom
Commit to customer success, ensuring lasting value and proactively addressing challenges

Requirements:

Minimum of 10 years of experience in a technical pre-sales role, managing C-Level technical and business relationships
Strong technical acumen with experience in conducting technical discovery and delivering high-impact value presentations
Ability to solve problems independently while thriving in collaborative team environments
Understanding and curiosity to deepen your understanding of AI-driven automation, LLMs, and customer support technologies
Proven time management skills in a dynamic team environment
Demonstrated ability to quickly identify and communicate the value proposition throughout the sales cycle
Leverage your skills in translating complex business challenges into tailored Intercom solutions, effectively communicating with both technical and non-technical audiences to drive understanding and impact
Experience working closely with product and engineering teams to communicate customer feedback and influence product direction
Familiarity with managing POCs, RFPs, and addressing complex architectural and security questions
Excellent communication and interpersonal skills, with a passion for leading with empathy and curiosity
Ability to challenge the status quo and continuously improve Solutions Engineering processes and playbooks
Bring an open mind, be a collaborative colleague with a commitment to go above and beyond to drive the success of your team and the company
Willing and able to travel occasionally

What we offer:

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!
All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs)

Additional Information:

Job Posted:
December 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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