Senior Manager, Forward Deployed Engineering

Intercom•San Francisco, CA

5d•$252,000 - $280,000•Hybrid

About The Position

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What’s the opportunity? We are seeking a commercially-minded engineering leader to build and lead our Forward Deployed Engineering (FDE) New Business team. This role is pivotal in helping Intercom scale its AI-first platform to the world’s most complex organizations. You will own both the technical execution and the business value outcomes, ensuring that our high-stakes deployments result in tangible success for our customers. About this Role This role is both strategic and hands-on. You will lead a Forward Deployed Engineering team that focuses on winning complex, large deals and navigating ambiguous customer engagements. Unlike traditional engineering management roles, this position demands high commercial fluency and a tight feedback loop with our R&D teams. You will collaborate closely with Sales, Solutions and Product to not only deliver customer transformation but also to translate field experience into sharp, actionable feedback that shapes our roadmap. You will be responsible for codifying what works in the field into tools and playbooks that create leverage for the wider organization.

Requirements

5+ years of technical experience in roles such as Software Engineer, Forward Deployed Engineer, Solutions Architect, Applied AI or related technical roles.
Having 3+ years of experience leading technical customer-facing teams, with a proven track record of hiring, mentoring, and managing high-performing teams.
Experience selling and deploying AI, data, or highly technical products in complex enterprise environments.
Comfortable with a problem space that is ambiguous in nature, and capable of translating that ambiguity into clear signals for Product and Engineering and for positive customer outcomes.
Ability to flex working hours to partner with global teams.
Excellent communication and presentation skills.
This is a commercially fluent technical leader who can run enterprise deployments and shape how FDE operates at scale.

Responsibilities

Lead, coach, and nurture a high-performing FDE team while operating under pressure in high-stakes customer engagements.
Own end-to-end outcomes through clarity in communication, speed of execution, tight coordination, and technical quality.
Operate as a player-coach, actively engaging in strategic deals while developing team capabilities. We value leaders who are in the details, and “show, not tell”.
Support complex, seven-figure opportunities with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.
Codify successful deployments into reusable tools, playbooks, and inputs to the product roadmap, and create leverage for Intercom and our customers.
Champion a customer-obsessed culture, noticing early indicators of success or failure in customer engagements and raising and correcting them with urgency.
Lead discovery, design, and delivery of tailored technical solutions, including PoCs, evaluations and business value assessments.
Represent Intercom and the FDE function externally through executive meetings and strategic events.