At a Glance
- Tasks: Engage with customers, lead technical discovery, and deliver impactful solutions.
- Company: Join Fin, a fast-growing AI Customer Agent company transforming customer support.
- Benefits: Competitive salary, equity, flexible time off, and comprehensive health benefits.
- Other info: Hybrid work policy with a vibrant culture and excellent career growth opportunities.
- Why this job: Shape the future of AI-driven customer service and make a real impact.
- Qualifications: 5+ years in technical pre-sales, strong problem-solving, and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support.
What’s The Opportunity? Fin is an AI-first company revolutionizing how customer service is delivered today. Our entire platform is driven by an advanced AI Agent who we call Fin, who blends automation with empathy, setting a new standard in customer support. At Fin, you’ll help shape the future of AI-first customer service, showing our customers the transformative power of artificial intelligence. By inspiring a bold vision and delivering impactful solutions, you’ll make AI-powered support not just possible, but a reality for our customers.
About the Role: Fin is looking for an exceptional 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. With a natural curiosity, independent thinking, and strong problem-solving skills, you’ll partner closely with Product, R&D, and Engineering to ensure our customers’ needs and insights are at the core of our AI-powered solutions.
What Will I Be Doing?
- Lead technical discovery to identify and address our customers’ needs
- Deliver an exceptional pre-sales experience by articulating Fin's value and technical expertise
- Conduct impactful, value-based solution reviews and in-depth technical sessions
- Design and lead tailored Proof of Concepts (POCs) that showcase Fin'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 Fin
- Commit to customer success, ensuring lasting value and proactively addressing challenges
What Skills Do I Need?
- Minimum of 5 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
- 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 Fin 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 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
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
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated
- 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
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.
Senior Solutions Engineer in London employer: Intercom
At Fin, we pride ourselves on being an exceptional employer that fosters a vibrant and inclusive work culture, where innovation and collaboration thrive. As a Senior Solutions Engineer, you'll enjoy competitive compensation, flexible working arrangements, and access to cutting-edge AI tools, all while contributing to a mission that transforms customer experiences for nearly 30,000 global businesses. With a strong commitment to employee growth and well-being, including generous parental leave and a supportive environment, Fin is the perfect place for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Solutions Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intercom. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Intercom before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Solutions Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Intercom:Your cover letter is your chance to shine! Tell us why you want to work at Intercom specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Intercom!
How to prepare for a job interview at Intercom
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
