Engineering Manager - Work from Home in London

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. We are seeking a commercially-minded engineering leader to lead our Forward Deployed Engineering (FDE) New Business team in EMEA. This role is pivotal in helping Intercom scale its AI-first platform to the world’s most complex organisations.

You will own both the technical execution and the business value outcomes, ensuring that our high-stakes deployments result in tangible success for our customers. You will lead a Forward Deployed Engineering team that focuses on winning complex, large deals and navigating ambiguous customer engagements. Unlike traditional engineering management roles, this position demands high commercial fluency and a tight feedback loop with our R&D teams. You will collaborate closely with Sales, Solutions and Product to not only deliver customer transformation but also to translate field experience into sharp, actionable feedback that shapes our roadmap.

This isn’t a temporary “player-coach” setup — it’s a deeply technical leadership role where technical guidance, architecture, demos, and product evaluation support are core to the job. This is a fantastic opportunity for an experienced engineering manager without prior Forward Deployed Engineering experience to step directly into the world of AI customer service. You’ll learn what it takes to run enterprise deployments, and create leverage for Intercom and our customers.

Own end-to-end outcomes through clarity in communication, speed of execution, tight coordination, and technical quality. Contribute to codifying successful deployments into reusable tools, playbooks, and inputs to the product roadmap, and create leverage for Intercom and our customers.

• 3+ years of technical experience in roles such as Software Engineer, Forward Deployed Engineer, Solutions Architect, Applied AI or related technical roles.
• Comfortable with a problem space that is ambiguous in nature, and capable of translating that ambiguity into clear signals for Product and Engineering and for positive customer outcomes.

Bonus skills & attributes:

• Experience selling and deploying AI, data, or highly technical products in complex enterprise environments.

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, to let you spend valuable time with your loved ones. If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too. MacBooks are our standard, but we also offer Windows for certain roles when needed.

Intercom 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.

As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom 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.