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Fin, Intercom's AI Customer Agent division, is seeking a Forward Deployed Software Engineer to work at the intersection of deep technical work, customer impact, and product strategy. This role bridges the gap between customer needs and product innovation, embedding deeply with strategic customers to understand their business challenges and unlock the power of Fin's AI capabilities.
You will drive adoption of Fin by helping prospects automate and scale their support operations. Working hands-on with customers' technical teams, you'll code side-by-side with them as a trusted technical expert, helping them achieve outstanding results. You'll embed deeply with strategic customers to understand their business challenges and technical requirements, providing insights needed for successful implementations.
Key responsibilities include collaborating closely with Sales, Success, and Product teams to ensure seamless customer experiences and successful project delivery. You'll contribute actionable product feedback that shapes Fin's roadmap and evolution. You'll also help codify best practices and share insights from customer engagements to help the Forward Deployed Engineering function scale.
The ideal candidate has a strong engineering background (Computer Science, Mathematics, Software Engineering, or Physics), with experience building SaaS products in real-world usage contexts. You're interested in AI/ML and enjoy quickly building understanding of novel problems, capabilities, and architectures. You bring strong cross-functional collaboration skills and can navigate organizational boundaries effectively.
You're a strong coder with deep knowledge of at least one high-level programming language (JavaScript, Python, Ruby, etc.). You can prototype and ship software quickly while maintaining high quality standards and clear focus on business outcomes. You're proficient with REST APIs for system integration and are a strong communicator who can discuss technical topics with both engineers and non-technical audiences. You're willing to travel and work on-site with customers to build strong relationships.
