Senior Solutions Architect

6+ years of experience in a Solutions Architect, Technical Consultant, or similar role at a SaaS company.
Strong technical expertise in APIs, integrations, and automation frameworks.
Proficiency in REST APIs, JavaScript, HTML and CSS.
Deep understanding of AI-driven automation, LLMs, and customer support technologies.
Experience with security reviews, compliance requirements, and enterprise IT environments.
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.

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.