Director, Solutions Engineering

Fin, now part of Salesforce, is 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, giving modern support teams one single system.

Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.

Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce.

What's the opportunity? 

We’re seeking a transformational Solutions Engineering leader to lead our Mid Market and Enterprise SE teams in North America. You’ll be a pivotal figure in helping Intercom scale its AI-driven support platform to some of the world’s most well-known brands. This role will shape how we engage with large, complex organizations, defining our go-to-market, building a world-class team, and delivering tangible customer outcomes through innovation and credibility.

This role is both strategic and hands-on. You will lead a Solutions Engineering team focused on winning complex deals, creating vertical-specific solution architectures, and building repeatable playbooks. We believe in leaders who are open to be a player and a coach, regardless of seniority. You’ll collaborate closely with Sales, Success, Product, Engineering, and Services to deliver customer transformation through Intercom’s AI-first platform – be it through strategic guidance as a senior leader on the team, or securing deals with your own technical credibility where needed.

What will I be doing? 

• Define and evolve the strategic vision and go-to-market (GTM) approach for the Solutions Engineering function.

• Lead, coach, and scale a high-performing SE team across global regions and core verticals.

• Operate as a player-coach, actively engaging in strategic deals while developing team capabilities.

• Support complex, six-figure sales cycles with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.

• Serve as a trusted technical advisor and executive point of contact for large customers.

• Partner closely with Sales, Product, Marketing, and R&D to shape verticalized GTM motions and solution strategy.

• Champion a customer-obsessed culture across the pre-sales journey – from outbound to implementation.

• Lead discovery, design, and delivery of tailored technical solutions, including PoCs and business value assessments.

• Build reusable, scalable solution frameworks, and industry-specific technical assets.

• Advocate for customer needs and insights internally to influence product roadmap and prioritization.

• Represent Intercom and the SE function externally through executive meetings and strategic events.

• Foster strong relationships with C-level stakeholders, translating AI product capabilities into tangible business impact.

What skills do I need? 

• 5+ years of pre-sales experience as a Sales Engineer, Solutions Engineer/Architect, or related individual contributor role.

• Having 3+ years of experience leading technical pre-sales teams, with a proven track record of hiring, mentoring, and managing high-performing teams.

• Ideally, experience selling AI, data, or highly technical products; or at the very least, deep curiosity and utilization of AI on your day-to-day.

• Comfortable with ambiguity in environments with an ability to stay focused and thrive under pressure while working with customers to solve their most challenging issues.

• Have a humble attitude, and a passion to help others, with a willingness to learn whatever it takes to support the team and help