Implementation Engineer

We are seeking an experienced Implementation Engineer to join our team! In this role, you will be responsible for assisting our customers with the technical aspect of Intercom Implementation, which may include migrating their customer support operations from their current tool. Your primary focus will be to provide exceptional technical expertise throughout the implementation and to ensure that the technical solutions implemented meet our customers’ needs. If you have a strong background in technical software implementation, excellent problem-solving skills, and a passion for helping customers succeed, we would love to hear from you.

• Serve as the primary technical contact for customers who are implementing Intercom
• Conduct detailed discovery sessions with customers to gather information about their specific needs, data structures, and integration requirements.
• Analyze customers' existing support processes and workflows in their current tool, and provide recommendations on how to map those processes to Intercom's capabilities.
• Configure and customize the Intercom platform based on customers' requirements, ensuring that all integrations, automation rules, and reporting capabilities are properly set up.
• Assess customer requirements, develop implementation plans, and set clear expectations regarding timelines and deliverables.
• Collaborate with internal teams, such as sales, engineering, product management, and support, to address any challenges and ensure a smooth implementation experience.
• Develop data migration strategies and perform data migrations from the customer's current tool to Intercom.
• Conduct training sessions and workshops to educate customer support agents on how to effectively use Intercom's features and functionalities.
• Provide ongoing support and troubleshooting assistance to customers during and after the migration process, ensuring their satisfaction and successful adoption of Intercom as their primary customer support platform.
• Stay up-to-date with the latest features and enhancements of Intercom and provide valuable insights and recommendations to customers.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Deep understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels.
• Proven experience in customer support system implementation or engineering roles; experience with Intercom, Zendesk, or similar customer messaging / customer support platforms is highly desirable
• Knowledge of and experience integrating with RESTful APIs using JSON
• Knowledge of and experience with data migration
• Strong technical proficiency and the ability to understand and configure software integrations.
• Excellent problem-solving skills, with the ability to analyze complex requirements and propose effective solutions.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
• Ability to handle multiple implementation projects simultaneously and prioritize tasks effectively.
• Ability to thrive in a fast-paced, dynamic environment and meet tight deadlines.
• Passion for delivering exceptional customer service and driving customer success.
• Knowledge of and experience integrating with RESTful APIs using JSON

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Open vacation policy and 10 corporate holidays
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.