Senior Success Engineer

Job Description

Intercom, an AI Customer Service company, is seeking a Senior Success Engineer to be a trusted technical advisor to customers, helping them integrate, deploy, and maximize the value of Intercom and Fin, its AI Agent. The Senior Success Engineer will work closely with Customer Success Managers, Sales Engineers, and R&D teams to provide strategic guidance, technical expertise, and hands-on support.Role involves:

• Assisting customers in optimizing Intercom and Fin.
• Advising on integrations via APIs, webhooks, and automation workflows.
• Leading technical discovery sessions and designing scalable solutions.
• Solving complex technical challenges.
• Providing technical enablement and educating customers.
• Developing a technical point of view to demonstrate impact.
• Supporting security reviews and RFPs.
• Advocating for customers internally.
• Developing technical content and documentation.

Requirements:

• 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 communication skills.
• Problem-solving skills and ability to manage multiple projects.
• Passion for customer success.

Intercom offers:

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews.
• Flexible paid time off policy.
• Paid Parental Leave Program.
• 401k plan & match.
• In-office bicycle storage.
• Fun events.