Senior Forward Deployed Engineer

Responsibilities

• Drive 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, 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.

Requirements

• 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.
• Interested in AI/ML and enjoy quickly building a strong understanding of novel problems, capabilities, and architectures — including the trade-offs and limitations involved.
• 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.
• Strong coder with deep knowledge of at least one high-level programming language (for example, JavaScript, Python, Ruby, etc.).
• Able to prototype and ship software quickly, while maintaining a high bar for quality and a clear focus on business goals and outcomes.
• Proficient in using and writing REST APIs to integrate systems effectively.
• Strong communicator who can comfortably discuss the same topics with engineers and non-technical audiences, adapting depth and detail as needed.
• Willing to travel and work on-site with customers to build strong relationships and develop a deep understanding of their needs.

Nice-to-Haves

• Former founders or early startup engineers.

Benefits

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for employees, friends, and family!