Senior Sales Engineer

As a Senior Sales Engineer at Intercom, you'll be responsible for leading technical discovery sessions, delivering pre-sales experiences, conducting impactful demonstrations, and designing tailored Proof of Concepts (POCs) that showcase the capabilities of our AI-powered solutions. You’ll also be the go-to resource for addressing customer security questions and RFPs while ensuring the customer voice is represented in product discussions.

To qualify for the Senior Sales Engineer role at Intercom, candidates need at least 7 years of experience in a technical pre-sales role, strong technical acumen, proven problem-solving skills, and the ability to effectively communicate with both technical and non-technical stakeholders. Familiarity with managing POCs and RFPs, along with excellent communication skills, are also essential.

At Intercom, we focus on continuous improvement and professional development. In the Senior Sales Engineer role, you'll work cross-functionally, gain insights into product planning, and participate in creating a best-in-class Sales Engineering playbook. Regular feedback and collaboration with Product and Engineering teams also enhance your skills and influence product direction.

Intercom fosters a radically open and accepting culture, where innovation and team collaboration are encouraged. As a Senior Sales Engineer, you'll find a supportive environment that values diversity, promotes empathy and curiosity towards customers, and is dedicated to achieving company goals together. Regular fun events for employees also add to our vibrant culture!

Intercom offers a comprehensive benefits package for Senior Sales Engineers, including competitive salaries, meaningful equity, comprehensive medical and dental coverage, flexible paid time off, paid parental leave, 401k matching, and various fun social events. We're committed to ensuring you feel valued and supported both personally and professionally.

In the role of a Senior Sales Engineer, I approach technical discovery by asking open-ended questions that help uncover the customer's pain points and business objectives. This not only helps identify their specific needs but also aids in tailoring solutions that align with the capabilities of Intercom's platform.

A successful Proof of Concept (POC) involves clearly understanding the client's requirements and objectives. I design the POC to address specific challenges they've faced and meticulously document the results, demonstrating how Intercom can deliver value. Highlighting customer feedback during the presentation emphasizes the impact of our solution.

I focus on breaking down complex technical information into easily digestible pieces. Using analogies that relate to the customer's industry, visuals in presentations, and engaging storytelling helps convey our solutions effectively, ensuring both technical and non-technical stakeholders understand the value.

When faced with conflicting feedback, I prioritize open communication. I aim to understand the customer's perspective and articulate it to the product team, highlighting the implications. Collaboratively brainstorming solutions enables us to find common ground that benefits both the customer and align with our product roadmap.

Collaboration with product and engineering teams is crucial in my role. I regularly gather customer feedback that influences product development, actively participate in sprint planning sessions, and conduct demo sessions showcasing our customer solutions. This collaborative approach ensures our offerings evolve to meet real customer needs.

I ensure an exceptional pre-sales experience by actively listening to client needs, providing prompt and thorough responses, and delivering tailored presentations. I focus on building trust and rapport, demonstrating that I understand their challenges and can offer comprehensive solutions through Intercom's platform.

Key indicators that a customer is ready to close may include their engagement during demos, requests for pricing or next steps, and expressing excitement about the potential solution. I actively watch for these signs and work closely with the sales team to ensure we capitalize on this momentum.

I prioritize tasks based on urgency and impact, using digital tools to organize my schedule. Maintaining flexibility is key, as dynamics can shift quickly. Regular check-ins with the team help in adapting to new priorities while ensuring efficient resource allocation.

Facing a technical challenge during a client demo, I encountered unexpected integration issues. I quickly assessed the situation, communicated transparently with the client, and proposed a modified approach to the demo that showcased the core features while we worked on resolving the technical aspects post-demo.

My passion for customer success drives me to understand the critical role that exceptional service plays in building loyalty and trust. Witnessing the positive impact that well-executed solutions have on customers' businesses motivates me to continuously advocate for tailored approaches that maximize their experiences with Intercom.