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Fin (part of Intercom) is seeking a Manager of Solutions Engineering to lead the Mid-Market and Enterprise Solutions Engineering teams from Sydney. This is a strategic and hands-on leadership role focused on scaling Intercom's AI-driven customer support platform to large, complex organizations.
You will define and evolve the strategic vision and go-to-market approach for the Solutions Engineering function, leading a high-performing SE team across global regions and core verticals. The role is structured as a player-coach model: you'll actively engage in strategic, six-figure sales cycles while developing team capabilities through coaching and mentorship.
Key responsibilities include:
- Leading, coaching, and scaling a global SE team across regions and verticals
- Defining verticalized go-to-market motions and solution strategy in partnership with Sales, Product, Marketing, and R&D
- Serving as a trusted technical advisor and executive point of contact for large customers
- Supporting complex sales cycles with technical guidance, architecture, demos, and product evaluation
- Building reusable, scalable solution frameworks and industry-specific technical assets
- Advocating for customer needs internally to influence product roadmap and prioritization
- Representing Intercom externally through executive meetings and strategic events
- Fostering relationships with C-level stakeholders, translating AI capabilities into tangible business impact
Required qualifications: 5+ years of pre-sales experience as a Sales Engineer or Solutions Engineer/Architect, plus 2+ years leading technical pre-sales teams with a proven track record of hiring, mentoring, and managing high-performing teams. Experience selling AI, data, or highly technical products is ideal. You should be comfortable with ambiguity, thrive under pressure, and have excellent communication and presentation skills. International travel approximately once monthly is required.
