Senior Manager, Solutions Engineering

Senior Manager, Solutions Engineering Overview

We are looking for a transformational leader in Solutions Engineering to guide our team in the EMEA region. This pivotal role will help scale our AI-driven support platform to renowned global brands, shaping our engagement with large organizations and defining our go-to-market strategy.

As the Senior Manager of Solutions Engineering, you will lead a team focused on winning complex deals, developing vertical-specific solution architectures, and creating repeatable playbooks. This position requires both strategic oversight and hands-on involvement, collaborating closely with Sales, Success, Product, Engineering, and Services to drive customer transformation.

Key Responsibilities:

• Define and evolve the strategic vision and go-to-market approach for the Solutions Engineering function.
• Lead, coach, and scale a high-performing SE team across global regions and core verticals.
• Act as a player-coach, engaging in strategic deals while developing team capabilities.
• Support complex, six-figure sales cycles with technical guidance, architecture, demos, and product evaluation.
• Serve as a trusted technical advisor and executive point of contact for large customers.
• Partner closely with Sales, Product, Marketing, and R&D to shape verticalized GTM motions and solution strategy.
• Champion a customer-obsessed culture across the pre-sales journey.
• Lead discovery, design, and delivery of tailored technical solutions, including PoCs and business value assessments.
• Build reusable, scalable solution frameworks and industry-specific technical assets.
• Advocate for customer needs and insights internally to influence product roadmap.
• Represent Intercom and the SE function externally through executive meetings and strategic events.
• Foster strong relationships with C-level stakeholders, translating AI product capabilities into tangible business impact.

Required Qualifications:

• 5+ years of pre-sales experience as a Sales Engineer, Solutions Engineer/Architect, or similar role.
• 3+ years of experience leading technical pre-sales teams, with a proven track record of hiring and managing high-performing teams.
• Experience selling AI, data, or highly technical products is ideal, or a strong curiosity about AI.
• Comfortable with ambiguity and able to thrive under pressure while solving customer challenges.
• A humble attitude and a passion for helping others, with a willingness to learn.
• A history of consistently delivering revenue numbers and accurate forecasts while focusing on team growth.
• Able to travel internationally on average once a month.
• Flexibility in working hours to collaborate with teams in the US and APAC.
• Excellent communication and presentation skills.

Benefits:

• Hybrid working policy requiring in-office presence at least three days per week.
• Support for health and wellbeing, family needs, and financial future.
• A radically open and accepting culture that fosters a safe work environment.
• Commitment to diversity and equal employment opportunities.

Degree Requirement: Not Specified

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