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- Tasks: Help businesses optimise AI customer service with cutting-edge technology and strategic guidance.
- Company: Join Intercom, a leader in AI-driven customer service solutions.
- Benefits: Competitive salary, equity, flexible time off, and comprehensive health coverage.
- Why this job: Be a key player in transforming customer experiences with innovative AI solutions.
- Qualifications: 6+ years in a technical role, strong API and automation skills.
- Other info: Hybrid work culture with a focus on collaboration and inclusivity.
The predicted salary is between 36000 - 60000 £ per year.
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. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
As a Senior Engineer in Dublin / London, you will be a trusted technical advisor to our customers, helping them integrate, deploy, and maximize the value of Intercom and Fin, our AI Agent. You will work closely with Customer Success Managers, Sales Engineers, and R&D teams to provide strategic guidance, technical expertise, and hands-on support for API integrations, security reviews, and AI-driven automation strategies. This role is ideal for someone who is deeply technical, customer-focused, and excited about AI-powered customer service. You will help businesses unlock the full potential of Intercom and Fin, ensuring seamless implementation and long-term success.
What Will I Be Doing?
- Assist customers in optimizing Intercom and Fin, ensuring successful deployments and effective usage.
- Advise on integrations, helping customers connect Fin with their existing tech stack via APIs, webhooks, and automation workflows.
- Lead technical discovery sessions, assess customer requirements and design scalable solutions.
- Solve complex technical challenges, working cross-functionally with Customer Success, Sales Engineering, and R&D teams.
- Provide technical enablement, educating customers on best practices for AI-driven automation and conversational AI.
- Develop a technical point of view to demonstrate Intercom and Fin's impact on customer support operations.
- Support security reviews and RFPs, while assisting with compliance with enterprise architecture best practices.
- Advocate for customers internally, providing feedback to Product and Engineering to enhance Intercom and Fin's capabilities.
- Develop technical content, including documentation, integration guides, and knowledge-sharing resources.
What Skills Do I Need?
- 6+ years of experience in a Solutions Architect, Technical Consultant, or similar role at a SaaS company.
- Strong technical expertise in APIs, integrations, and automation frameworks.
- Proficiency in REST APIs, JavaScript, HTML and CSS.
- Deep understanding of AI-driven automation, LLMs, and customer support technologies.
- Experience with security reviews, compliance requirements, and enterprise IT environments.
- Excellent communicator, able to convey complex topics to both engineers and non-technical audiences at varying levels of detail and complexity.
- A problem-solver who thrives in fast-paced environments and can manage multiple projects.
- Passionate about customer success, with a track record of helping businesses adopt and scale new technologies.
- Experience with Intercom or similar customer support platforms is a plus.
Benefits
- 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
Apply today to join Intercom and help us deliver exceptional value and trust to our customers while building the future of customer communication.
Policies
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. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. 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. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
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.
Senior Solutions Architect in London employer: Intercom
Contact Detail:
Intercom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Solutions Architect in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Intercom or similar companies. A friendly chat can lead to valuable insights and even referrals that could get your foot in the door.
✨Tip Number 2
Prepare for the technical interview by brushing up on your API knowledge and automation frameworks. We recommend doing some mock interviews with friends or using online platforms to simulate the real deal. Confidence is key!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss past challenges you've tackled, especially those related to customer success and AI-driven solutions. We want to see how you think on your feet!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Intercom team.
We think you need these skills to ace Senior Solutions Architect in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Solutions Architect role. Highlight your experience with APIs, integrations, and AI-driven automation, as these are key to what we do at Intercom.
Showcase Your Technical Skills: Don’t hold back on showcasing your technical expertise! Mention your proficiency in REST APIs, JavaScript, HTML, and CSS. We love seeing how you’ve tackled complex challenges in past roles.
Communicate Clearly: Remember, we’re looking for excellent communicators. When writing your application, convey your thoughts clearly and concisely. Show us how you can explain complex topics to both technical and non-technical audiences.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Intercom
✨Know Your Tech Inside Out
As a Senior Solutions Architect, you'll need to demonstrate your technical expertise. Brush up on your knowledge of APIs, integrations, and automation frameworks. Be ready to discuss how you've successfully implemented these in past roles, especially in SaaS environments.
✨Showcase Your Customer-Centric Approach
Intercom is all about incredible customer experiences. Prepare examples that highlight your ability to understand customer needs and provide tailored solutions. Think about times when you’ve helped clients optimise their tech stack or overcome challenges with AI-driven automation.
✨Prepare for Technical Discovery Sessions
You’ll likely lead technical discovery sessions, so practice articulating complex concepts clearly. Be prepared to assess customer requirements and design scalable solutions. Use real-world scenarios to illustrate your problem-solving skills and how you collaborate with cross-functional teams.
✨Communicate Effectively with All Audiences
You'll be interacting with both technical and non-technical stakeholders. Practice explaining intricate topics in simple terms. This will not only showcase your communication skills but also your ability to bridge the gap between engineering and customer success.
