Forward Deployed Software Engineer in London

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. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service.

Over the past twelve months, we’ve seen rapidly growing demand for Software Engineers who thrive at the intersection of deep technical work, customer impact, and product strategy. As Intercom’s AI Agent for Customer Service, Fin, becomes mission-critical for our most strategic customers, we’re building a team of Forward Deployed Software Engineers to help bridge the gap between customer needs and product innovation. As a Forward Deployed Software Engineer, you’ll work hands-on with some of Intercom’s most strategic customers, partnering closely with our R&D and Go-to-Market teams to design and deliver high-impact solutions.

What will I be doing?

• 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.

What skills do I need?

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

Benefits

• 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.
• Cycle-to-Work Scheme with secure bike storage.
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

Fin 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. We expect employees to be in the office at least three days per week.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin 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.