Senior Solutions Architect

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 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.

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.

Nice to Haves

• Experience with Intercom or similar customer support platforms is a plus.

Perks and 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!