Engineering Manager, Forward Deployed Engineering

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. What's the opportunity? Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin is the most advanced customer service AI on the market, allowing businesses to deliver always-on, perfect customer support. We are seeking a commercially-minded engineering leader to lead our Forward Deployed Engineering (FDE) New Business team in EMEA. This role is pivotal in helping Intercom scale its AI-first platform to the world’s most complex organisations. You will own both the technical execution and the business value outcomes, ensuring that our high-stakes deployments result in tangible success for our customers. About this role This role is both strategic and hands-on. You will lead a Forward Deployed Engineering team that focuses on winning complex, large deals and navigating ambiguous customer engagements. Unlike traditional engineering management roles, this position demands high commercial fluency and a tight feedback loop with our RD teams. You will collaborate closely with Sales, Solutions and Product to not only deliver customer transformation but also to translate field experience into sharp, actionable feedback that shapes our roadmap. This is a hands-on EM role — you’ll lead a team while remaining hands-on. We believe that an EM who occasionally works alongside ICs, actively engaging in strategic deals, will build up the knowledge and context required to inform strategic decision making and better support engineers in their team. This isn’t a temporary “player-coach” setup — it’s a deeply technical leadership role where technical guidance, architecture, demos, and product evaluation support are core to the job. This is a fantastic opportunity for an experienced engineering manager without prior Forward Deployed Engineering experience to step directly into the world of AI customer service. You’ll learn what it takes to run enterprise deployments, and create leverage for Intercom and our customers. What will I be doing? As a hands-on leader, you will: Lead, coach, and nurture a high-performing FDE team while operating under pressure in high-stakes customer engagements. Own end-to-end outcomes through clarity in communication, speed of execution, tight coordination, and technical quality. Operate as a player-coach, actively engaging in strategic deals while developing team capabilities. We value leaders who are in the details, and “show, not tell”. Lead discovery, design, and delivery of tailored technical solutions, including PoCs, evaluations and business value assessments. Champion a customer-obsessed culture, noticing early indicators of success or failure in customer engagements and raising and correcting them with urgency. Support opportunities with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise. Contribute to codifying successful deployments into reusable tools, playbooks, and inputs to the product roadmap, and create leverage for Intercom and our customers. Expand your scope over time, potentially supporting complex, seven-figure opportunities and representing Intercom and the FD ... (truncated, view full listing at source)