Solutions Architect New San Francisco, California

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. This role

What’s the opportunity? As a Solution Architect in San Francisco, you’ll be a trusted technical advisor to our customers, helping them integrate, deploy, and maximize the value of Intercom and Fin, our AI Agent. You’ll work closely with Customer Success Managers, Sales Engineers, and R&D teams to provide strategic guidance, technical expertise, and hands-on support for API integrations, security reviews, and AI-driven automation strategies. This role is ideal for someone who is deeply technical, customer-focused, and excited about AI-powered customer service. You’ll help businesses unlock the full potential of Intercom and Fin, ensuring seamless implementation and long-term success. 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. What Skills Do I Need?

3+ years of experience in a Solutions Architect, Technical Consultant, or similar role at a SaaS or Forward AI company. Technical expertise in APIs, integrations, and automation frameworks. Deep understanding of AI-driven automation, LLMs, and customer support technologies. 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. Intercom values diversity and is committed to Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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