• Work alongside the sales team as the technical and domain expert of a customer-facing sales team to help Customers understand the value of Okta’s solutions
• Understand customer challenges and business issues and provide product demonstrations to align our solutions with customer needs
• Answer product feature and technical questions from customers, partners and Okta colleagues
• Plan and deliver Proof Of Concepts for customers who have more complex use cases, collaborating with other Okta engineering teams as needed
• Provide feedback to product management about product enhancements that can address customer needs and provide additional value
• Share and learn best practices and re-usable assets with other Solutions Engineers to enhance the quality and efficiency of the team
• Stay current on competitive analysis and market differentiation
• Support marketing events including executive briefings, conferences, user groups, and trade shows
• At times, be asked to learn and lead your team as a subject matter expert (SME) with various product solutions and/or competitive knowledge

• Identity and Access Management (IAM) Expertise:
  • 5+ years of pre-sales engineering experience in IAM.
  • Strong understanding of IAM concepts, including OAuth 2.0, OIDC, and SAML.
  • Experience with lifecycle management, role-based access control (RBAC), and provisioning/deprovisioning.
• Technical Proficiency:
  • Hands-on experience in one or more of the following development areas: web (JavaScript, HTML, frontend frameworks), mobile (iOS, Android), backend (Java, C#, Node.js, Python, PHP, Ruby), or IP-based real-time communications.
  • Experience working with REST APIs, API Gateways, and SDKs.
  • Deployed applications on cloud platforms (AWS, Azure, GCP, Vercel, etc.).
  • Understanding of core security concerns in applications (password hashing, SSL/TLS, encryption at rest, XSS, XSRF).
• Customer Engagement & Communication:
  • Passion for serving customers, demonstrated in a customer-facing role (ideally pre-sales, but consulting or support also valued).
  • Ability to quickly communicate complex technical ideas, including on-the-fly whiteboard explanations.
  • Elite communication skills, confident in dispensing knowledge and presenting to highly skilled and experienced audiences.
• Strategic & Organizational Skills:
  • Territory management skills, including pipeline building and collaboration with sales counterparts for execution excellence.
  • Diagramming experience for user journey flows, complex architecture diagrams, etc.
• Education & Travel:
  • Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field is preferred.
  • Typically 25% travel.

• Experience with Auth0, Auth0 FGA, or OpenFGA.
• Hands-on experience with Generative AI or LLM technology (LangChain, GenKit, LlamaIndex, etc.).
• Experience integrating with microservices, data lakes, or customer data platforms.
• Developed ReBAC or Fine-Grained Authorization models.

LI#LS

P13976_3382181

Okta- Solutions Engineer- SLED

The Solutions Engineer Team

We believe Solutions Engineers at Okta are involved in all stages of the customer’s digital transformation.  Solutions Engineers are experienced using presentations, email, phone and social media to connect with customers virtually and in-person. We are looking for great teammates who can build and deliver sales presentations and customized product demonstrations to help educate Okta’s Customers (everyone from developers to product managers to C-level executives) on best practices during their cloud security technology journey. We believe Okta’s Solutions Engineers empathize with Customers and quickly discern their true technical needs by asking detailed, clarifying questions while presenting solutions that specifically address those needs. Okta Solution Engineers have the rare combination of technical acumen and business insight; in a career where you can utilize both. As a Solutions Engineer at Okta, you will further develop each of these skills by advising a diverse set of customers on the value they will gain by using Okta’s Identity Platform.

The Solutions Engineer Opportunity

Reporting to the Senior Manager of Solutions Engineers, the Solutions Engineer is a functional business consultant,  with a passion for technology and the advanced ability to develop, position and demonstrate product-specific solutions during sales cycles, while achieving quarterly and annual sales goals for an assigned territory.

What you’ll be doing 

• Work alongside the sales team as the technical and domain expert of a customer-facing sales team to help Customers understand the value of Okta’s solutions
• Understand customer challenges and business issues and provide product demonstrations to align our solutions with customer needs
• Answer product feature and technical questions from customers, partners and Okta colleagues
• Plan and deliver Proof Of Concepts for customers who have more complex use cases, collaborating with other Okta engineering teams as needed
• Provide feedback to product management about product enhancements that can address customer needs and provide additional value
• Share and learn best practices and re-usable assets with other Solutions Engineers to enhance the quality and efficiency of the team
• Stay current on competitive analysis and market differentiation
• Support marketing events including executive briefings, conferences, user groups, and trade shows
• At times, be asked to learn and lead your team as a subject matter expert (SME) with various product solutions and/or competitive knowledge

What you’ll bring to the role

• 3-5+ years pre-sales engineering experience.
• A passion to serve the Customer, demonstrated in a customer-facing role, such as consulting or support, but ideally in a pre-sales capacity.
• An ability to quickly communicate complex ideas around a technical topic, ideally on the fly, using a whiteboard.
• Deployed apps in cloud platforms: AWS, Azure, GCP, Vercel, etc.
• Experience with at least one standard network security protocol. (eg. OAuth, OAuth2, SAML, LDAP)
• Experience working with REST APIs, API Gateways, and SDKs
• Hands-on experience in one or more of the following areas: web (JavaScript, HTML, frontend frameworks) development, mobile (iOS, Android) development, backend (Java, C#, Node.js, Python, PHP, Ruby) development, IP-based real-time communications
• An understanding of core security concerns within a typical application. (password hashing, SSL/TLS, encryption at rest, XSS, XSRF)
• Exceptional communicator.
• Confident dispensing knowledge to a highly skilled and experienced audience, presenting to large rooms filled with experts in the field
• Territory management skills, including pipeline building and working with Sales counterparts to guide execution excellence
• Typically 25% travel.
• Bachelor's degree in Engineering, Computer Science, MIS or a comparable field is preferred.

You might also have (not mandatory):

• Hands-on experience with Generative AI or LLM technology such as LangChain, GenKit, LlamaIndex, etc.
• Experience integrating with microservices, data lakes, or customer data platforms.
• Developed ReBAC or Fine Grain Authorization models
• Diagramming experience for user journey flows, complex architecture diagrams, etc.

#LI-San Francisco

#LI-RZ

P24424_3330263

The Engineering Architect Team

The Architecture team is a small group of very senior engineers reporting to our VP of Engineering Excellence, working broadly across the organization in collaboration with Engineering, Product, and Security.  We partner deeply with other Engineering teams for large projects, and provide direction and architectural guidance for smaller initiatives.  We have a dual-pronged charter to “level up the tech stack and level up the people stack” via both technical contributions and partnerships/mentoring.

In this role, you will have the opportunity to significantly contribute to Auth0’s future technology direction.  Through your experience, knowledge of industry trends, and technical abilities you will provide guidance, build proof of concepts, and deliver production software implementations that help Auth0 Engineering teams move faster by using and developing standard patterns and technologies. You will also help advance the engineering culture and help uplevel other engineers. Note that while this role involves a lot of guidance, documentation, and leadership, it also requires substantial hands-on coding and development of both applications and systems.

What you’ll be doing

• You will collaborate with Product, Security, and Engineering teams to define and continually improve Auth0’s technology stack and architecture.
• Foster and lead innovation in the IAM space, with a strong focus on Agentic Identity
• Lead initiatives to enhance, scale, and evolve Auth0’s product offerings.
• Embed within Engineering teams across the organization for large projects, while providing guidance and lighter touch engagements for smaller initiatives.
• Design, architect, and document large scale distributed systems.
• Lead the development of complex, broadly-scoped functionality in a very large and deep set of services and components.
• Teach by doing: coding, optimizing, and troubleshooting Node.js and Go applications in collaboration with feature development teams.
• Implement features and create consistent foundations using technologies such as AWS, Azure, Node.js, Go, MongoDB, Redis, PostgreSQL, Kubernetes.
• Investigate, understand, and resolve bottlenecks in our ability to scale, use resources efficiently, and maintain a 99.99% uptime SLA.
• Drive technical decision making while striving to find the right balance between factors such as simplicity, flexibility, reliability, cost, and performance.
• Participate in “round table” discussions and mentor team members and engineers throughout the organization to level up our people.
• Participate in our Engineering Leadership Team with other architects, directors, and executives.
• You will join our Incident Commander on-call rotation. Members of our team do periodic on-call rotation for high-severity incidents to help up-level our responses After spending time getting acquainted with our applications, systems, and processes, and getting training to 

What you’ll bring to the role

• Passion and thorough understanding of what it takes to build and operate secure, reliable systems at scale.
• Knowledge of Identity Protocols such as OAuth, OIDC and SAML.
• Industry knowledge of the Authorization and Authentication spaces.
• Experience in building AI Agents, and/or MCP servers applications. 
• Experience with security engineering and application security.
• Very strong written and verbal communication skills with a demonstrated ability to adjust your communication style to the intended audience, whether communicating with senior executives, customers, engineers, or product managers.
• Mastery and deep understanding of hands-on software development building distributed systems.
• Experience with API-first applications using REST and/or gRPC.
• Experience with multi-cloud environments and container deployments, particularly Kubernetes in AWS/Azure.
• Prior experience with application performance management, tracing, and performance testing tools.
• Excellence at creating clarity and alignment for technical initiatives. 
• Great ability to build trust through collaboration with multiple teams and get consensus on a vision.
• Knowledge of application security and cloud security best practices.
• 10+ years of software development experience.
• 5+ years of experience working on cloud applications.

And extra credit if you have experience in any of the following!

- Deep experience in Node.js (Javascript or Typescript), or Golang.

#LI-Hybrid

(P-3286_3209115)

Job Description

Okta is looking for a Senior Developer Advocate to become the voice of Auth0 in the developer community, primarily on X (Twitter), but extending across every platform where developers talk, argue, ship, and share. We don't need someone who can "do social media." We need someone who already lives in it: someone whose timeline is full of framework debates, shipping threads, and hot takes on the latest security disclosure, and who wakes up knowing what developers are talking about before the rest of the company does.

In this role, you will own Auth0's presence in the public developer conversation. You'll engage authentically with developers, amplify what we're building, surface what the community actually cares about, and help us move at the speed of the discourse. You'll turn real-time community signals into action, whether that's a timely thread, a piece of rapid-response content, feedback routed to the product team, or a connection with an influential voice in the ecosystem.

If you've built a following by being genuinely useful and opinionated in developer circles, and you want to do that full-time for one of the most widely-used identity platforms in the world, this is the role.

Core Responsibilities

• Community Listening & Trend Response: Dedicate time to actively monitoring developer conversations on platforms like Twitter/X, Reddit, and Hacker News. You will identify emerging trends in identity/security and mentions of Auth0, converting these insights into immediate opportunities. This could range from drafting a thoughtful reply or a "hot-take" blog post to commissioning a video explainer or routing critical feedback to the Product/Marketing teams.
• Own Auth0's Developer Presence on X and Beyond: Be the primary voice representing Auth0 in real-time developer conversations on X, as well as Reddit, Hacker News, Bluesky, and other platforms where developers gather. Post regularly, engage authentically, and build a consistent presence that developers actually want to follow.
• Turn Social Into a Feedback Channel: Systematically capture developer pain points, feature requests, praise, and criticism from public conversations and route them to Product, Engineering, and Marketing with context. You are the bridge between what developers say in public and what the company does next.
• Create Fast-Cycle, High-Signal Content: Write threads, short posts, quick takes, and lightweight explainers that ride the moment. When a topic is trending, you should be able to ship something valuable within hours, not weeks. Longer-form content (blog posts, video scripts) is secondary but expected when the moment calls for it.
• Collaborate With Internal Teams: Work closely with Product, Engineering, Developer Relations, and Marketing to ensure that what you're seeing externally informs what we build and how we talk about it. Help shape launch strategies, messaging, and positioning based on real community signal.

Minimum Qualifications

• Experience: 4+ years in developer advocacy, developer relations, or a community-facing technical role, with clear evidence of sustained public engagement with developer audiences.
• Established Social Presence: You have an active, authentic presence on X (and ideally other developer platforms). You don't need to be famous, but you should have a track record of engaging meaningfully in technical conversations and a following that reflects that. Share your profile, we will look.
• Technical Credibility: You can hold your own in a conversation about JavaScript/TypeScript frameworks, authentication flows, API design, or web architecture. You don't need to be a senior engineer, but developers should never feel like they're talking to a marketer.
• Speed and Editorial Judgment: You can assess whether something is worth responding to, draft something sharp, and ship it; all within a short window. You understand the difference between being fast and being reckless.
• Communication: Exceptional written English with a voice that feels natural on social platforms, clear, opinionated when appropriate, technically honest, and never corporate.

Preferred Qualifications 

• • Domain Knowledge: Familiarity with Identity protocols (OAuth 2.0, OIDC, SAML) and web security best practices.
  • Content Versatility: Experience producing short-form video (screen recordings, explainer clips, Loom-style walkthroughs) for social distribution.
  • Network in the Ecosystem: Existing relationships or mutual recognition with developers, advocates, or creators in the JavaScript, full-stack, or security communities.

Our Philosophy on AI

We believe AI is a powerful tool to accelerate research and structure ideas, but it is not a replacement for human expertise. We value AI-resilient content, unique, experience-based insights and verified code that generic models cannot replicate. We look for educators who use AI to work smarter, not to do the work for them.

#LI-Remote

P-1480.1

The Solutions Engineering Team - *This is a customer facing sales role. You must be in the USA. You will be required to travel at least 25% and attend an in person onboarding session.*

The Global Presales organization at Okta brings together a diverse group of experts, including Solutions Engineers, the Office of the Field CTO, Alliances, Architects, and more, who combine deep technical expertise with strategic business insight. This team serves as trusted advisors to a wide range of customers and partners, helping them unlock the full potential of Okta’s Identity Platform. By asking insightful questions, understanding complex challenges, and delivering tailored solutions, we empower organizations to address their unique identity needs. Empathy, collaboration, and a relentless focus on customer success drive our work and set us apart.

The Senior Identity Specialist Opportunity

Reporting to the Senior Manager, Solutions Engineering, as a Senior Identity Specialist, you will be part of the presales team that delivers sales presentations and product demonstrations.  You will educate customers on the best ways to implement Okta customer identity and access management solutions. 

What you’ll be doing: 

Strategic Customer Engagement:

• • Support strategic customer conversations aligning with technical and engineering leaders and stakeholders.
  • Deliver on emerging trends, industry best practices, and identity-driven digital transformation.
  • Assist in preparing executive-level messaging and participate in strategic discussions to align Okta’s solutions with customer business outcomes.
  • Develop customer-centric points of view that translate Okta’s solutions to customer problems.
  • Lead deep technical Q&A discovery sessions for prospective customers to uncover their business requirements and communicate the value of solving for those requirements with Okta CIAM solutions.
  • Deliver interactive presentations and custom product demonstrations, tailoring communication to all levels of technical and customer identity expertise.
  • Whiteboard solution architecture, modeling how Okta’s CIAM solution will support their business requirements
  • Design, build, and execute well-defined, outcome-focused POCs
  • Maintain a broad and deep technical understanding of the Okta customer identity product lines and the underlying technologies and protocols
  • Craft engaging solution content to position Okta’s value across multiple business units, including software engineering, operations, product management, and business stakeholders

Technical Leadership:

• • Provide strategic and technical guidance to Solutions Engineering teams across both the Okta and Auth0 identity platforms.
  • Collaborate with the Global Office of Field CTO office team to deliver actionable insights from the field, validate customer needs, and identify recurring trends for the Okta Product & Engineering teams.
  • Deliver impactful keynote presentations, webinars, and technical sessions at industry and customer events.

Field Enablement and Collaboration:

• • Contribute to frameworks, tools, and content to support Solutions Engineering teams in executing effectively.
  • Partner with sales leadership to identify and address critical business opportunities and challenges.
  • Drive cross-functional collaboration to ensure seamless execution of global initiatives.
  • Innovate in tools and techniques to drive excellence and momentum
  • Partner with Enablement and Field CTO teams to drive regional events and align product messaging for regional GTM and SE teams.

Market Influence:

• • Represent Okta as a thought leader in the identity and security space.
  • Influence industry standards and participate in relevant technical advisory boards.

Innovation and Strategy:

• • Partner closely with OFCTO teams as an advocate for customer-driven innovation, market trends, and GTM insights to provide input to influence product teams.
  • Support, derive, and champion strategic initiatives that enhance Okta’s differentiation and business impact.

What You'll Bring to the Role

• 8+ years of experience in a presales or customer-facing role, including at least 3 years experience with CIAM projects
• 8+ years of development experience, preferably focused on application integration with identity services
• 8+ years of experience working with REST APIs and SDKs 
• Experience with customer identity and access management solutions (Okta/Auth0)
• Experience with authentication or authorization protocols (OAuth, OIDC, SAML)
• Ability to communicate complex ideas and solutions, incorporating whiteboarding, practical examples, and product demonstrations
• Demonstrated ability to solve complex technical problems with innovative solutions
• Strong communication and presentation skills, with experience contributing to technical events.
• Ability to effectively operate in a matrixed organization and manage cross-functional initiatives.
• Travel expectation: up to 40% for customer meetings, industry events, and internal off-sites.
• This is a remote position.

And extra credit if you have experience in any of the following! 

• Full-stack web application development experience (frontend and backend)
• Mobile (iOS, Android) development
• Demonstrated ability to architect and integrate scalable CIAM solutions, leveraging API-first approaches across web, mobile, and cloud platforms.
• Expertise in AI-driven customer experience integration with Auth0, including AI agents for internal or external use-cases, MCP servers, and Fine-Grained Authorization

#LI-Remote

#LI-CM

P24775_3365795

**We are only hiring for this role in the CST or EST time zones**

At Greenlight Guru, we help the world’s most innovative medical device companies bring high-quality, life-changing products to market faster. We serve 1000+ global customers with our quality management and clinical data capture software, helping them get their products on the market and keep them there. 

When you join the team at Greenlight Guru, you’ll be a part of a collaborative, mission-driven team working in one of the most exciting and rewarding industries on the planet. Backed by JMI Equity, one of the premier growth equity firms for SaaS companies, Greenlight Guru is growing—and looking for individuals who are difference makers. Is that you?

We are looking for a commercially-minded, revenue-driven, highly technical Solutions Engineer to join our organization with a heavy focus on selling to software engineering teams. Reporting to the Director of Product Marketing, you are responsible for translating our product strategy into confident, effective value-based selling. You will work alongside Sales to support live deals, bring product and technical depth into buyer conversations, and turn field experience into reusable assets that scale across GTM. You focus on the last mile of the buying journey - proving technical fit, reducing risk, and helping buyers move forward with confidence. While you are a strategic partner to Sales on active deals, being situated within the Product Marketing team allows you to act as a critical bridge between our product’s capabilities and our market-facing message. You are a technical storyteller who knows how to connect "how it works" with "why it matters." You’ll use real-world deal experience to stress-test and refine our positioning, competitive strategy, and the assets we use to win.

Responsibilities

Value Selling & Deal Execution

You own technical confidence in active deals and are accountable for buyer certainty in our technical fit. Your performance is largely measured by your impact on revenue.

• Technical Discovery & Diagnosis: Lead additional deep-dive discovery during demos to uncover a prospect’s current tech stack and pain points. You help diagnose the technical "why" before prescribing a solution.
• Value-Based Demonstrations: Deliver demos tailored to the buyer’s specific goals and success criteria. Lead with value and differentiation, not feature walkthroughs.
• Trial & Evaluation Ownership: Own the trial experience end-to-end, including setup, guidance, and success criteria. Ensure trials clearly demonstrate value and differentiation.
• Technical Deal Support: Act as a persistent partner in the deal, not a one-time resource. Stay current on deal status, identify technical risks, and partner with AEs to move deals forward.
• Expansion & RFP Support: Support expansions and at-risk renewals. Partner with AEs and PMM to ensure RFPs have high positioning impact and technical clarity.

Technical Assets & Demo Environments

You are responsible for maintaining the "technical sales toolkit," ensuring the GTM team has accurate, field-ready assets to sell efficiently.

• Scalable Asset Creation: Build and maintain reusable technical sales assets—such as walkthroughs, video snippets, and PoC templates for APIs/integrations—that help the field scale.
• Demo Environment Ownership: Maintain stable and accessible demo environments. You ensure demo data supports realistic, value-based storytelling for our core personas.
• Demo Narrative: Collaborate with PMM to ensure the core demo narratives are technically accurate and reflect how the product is actually used in the field.

Cross-Functional Collaboration & Enablement

You act as the resident technical authority, ensuring seamless alignment between the Product, Marketing, and Sales organizations.

• Cross-Functional Collaboration: Serve as the trusted technical lead for AEs, AMs, and CSMs. You are a strong collaborator who bridges the gap between technical details and GTM strategy.
• Product Readiness: Stay current on what’s shipping and why it matters. Translate new features into demo-ready flows, technical FAQs, and narratives for the GTM team.
• Field Intelligence Loop: Serve as the "voice of the buyer." Identify patterns in technical objections or competitive gaps and provide clear, actionable feedback to Product to influence the roadmap.

Candidate Profile

• Commercially Minded: You understand that technical depth exists to win deals and drive revenue.
• Strategic Partner: You know when to lead technically and when to support the broader sales strategy.
• Solution Storyteller: You can translate product capabilities into outcomes that actually matter to a buyer.
• Ownership Mindset: You treat deals, proof points, and internal process improvements as your personal responsibility.

Qualifications

• Technical Sales Experience: Proven track record delivering value-led technical demonstrations to software engineers and highly technical buyers, translating complex platform capabilities (APIs, integrations, developer workflows) into clear business and technical outcomes.
• Software Development Fluency: Strong working knowledge of modern SDLC practices, including requirements management, Git-based version control, CI/CD workflows, and release processes, with hands-on experience using Jira and similar developer tools (e.g., issue tracking, sprint boards, workflow configuration) in real engineering environments.
• API & Integration Literacy: Practical understanding of REST APIs, authentication methods, and system integrations - confident discussing how systems connect, how data flows between platforms, and how traceability or automation is maintained.
• Code Familiarity: Hands-on familiarity with code platforms (you have written or actively used code-based tools) and can speak fluently about repositories, commits, pull requests, and automation workflows.
• SaaS Background: Experience at a small-to-mid-sized SaaS company where you helped build or refine the SE function, processes, or demo environments - not just operate within an established structure.
• Revenue Impact: A clear track record of directly supporting revenue, advancing complex opportunities, and influencing deal outcomes in partnership with Account Executives.
• Learning & Ownership Mindset: Thrives in a fast-moving, evolving environment — actively seeks feedback, adapts quickly, rolls with change, and contributes ideas that help the team continuously improve how we sell and deliver technical value.
• Nice to Have: Experience in life sciences/medtech environments or running technical proof-of-concepts.

Benefits you’ll enjoy:

• Flexible Paid Time Off policy and working hours
• Home Office stipend for new hires
• Multiple Medical Insurance options, plus Dental and Vision
• 401k (with company match) 
• Equity Program Eligibility (based on role and/or tenure)
• Paid Maternity and Paternity Leave
• Disability insurance

Greenlight Guru is an Equal Opportunity Employer. Individuals seeking employment at Greenlight Guru are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. If you need assistance or accommodations to submit your application for this position, please email careers@greenlight.guru.

Strength in Trust

Our goal at OneTrust is to bring the power of trust to companies all over the world. Using cutting-edge technology and a real-world approach to compliance, privacy, security, ethics, and third-party risk, we’ve created a no-nonsense platform to help supercharge the global push for trust.

The Challenge

Your Mission

• Establish Trusted Advisor status with senior business and technology leaders.
• Develop and present strategic application and architectural design documents leveraging OneTrust best practices.
• Lead strategic workshops and develop high-level solution recommendations based on business objectives and feasibility trade-offs.
• Deliver thought leadership through presentations, webinars, and learning events to highlight customer use cases and reference architectures.
• Provide strategic subject matter expertise through advisory sessions, pre-sales support, and field assistance.
• Collaborate with external teams to align roadmaps and technical architectures with strategic business goals.
• Translate and implement strategic needs into functional OneTrust technology-driven solutions.
• Proactively identify and analyze strategic issues/obstacles and recommend appropriate courses of action.
• Successfully present to both implementation teams and C-level executives, earning their trust.
• Advocate for customers by providing strategic insights to the Product organization on future release needs and challenges.
• Refine and improve internal processes and methodologies based on strategic customer feedback and evolving industry standards.
• Manage multiple strategic engagements simultaneously, ensuring timely and successful delivery.
• Engage with customers to build long-term strategic relationships and ensure ongoing success.
• Mentor junior team members to enhance their strategic skills and knowledge.
• Establish structured feedback loops with customers to continuously improve OneTrust products and services.

You Are/Have

• Demonstrated ability in management, mentorship, and organizational behavior.
• Strategic thinker with the ability to quickly learn and apply new concepts, business models, regulations, and technologies.
• Deep aptitude for communicating complex business and technical concepts using visualization and modeling aids.
• Proven record of accomplishment of establishing trusted advisor relationships with senior stakeholders.
• Demonstrated expertise in customer-facing privacy and security consulting, implementation, and advisory roles.
• Impressive written and verbal communication skills, including proficient presentation abilities.
• Ability to work autonomously, prioritize, multitask, and perform appropriately under deadlines.

Your Experience Includes 

• BA/BS in a related subject is required
• 3-5 years of experience in a Privacy role
• Demonstrated success working with enterprise customers on technical products
• Proven ability to engage across corporate functions (Professional Services, Engineering, Sales and Product Management)
• Functional experience in troubleshooting software and web services
• Experience in using software for reporting and task management such as Salesforce preferred

Extra Awesome 

• Relevant certifications (CIPP/E, CIPP/US, CIPM, CIPT, FIP, GRCP, GRCA, AIGP, LPEC, etc.)
• Knowledge of privacy, ethics, security, data governance, risk management, compliance, or sustainability concepts or industry trends
• Intermediate/ Expert working knowledge of the following:
  • APIs (REST and SOAP)
  • File access, sharing, and/or management workflows (S3 and SFTP)
  • Various web application authorization types (Basic, Bearer, OAuth 2, API Key, Custom, Open ID Connect, etc.)
  • Related programming/scripting languages and libraries (JavaScript, Python, PowerShell, SQL, C#, Ruby, PHP, FreeMarker, etc.)
• Extensive experience implementing and troubleshooting integrations
• Excel at learning emerging technologies and creating technical solutions

What's the opportunity? 

Are you seeking to make an outsized impact in your next role? Do you want to drive exceptional value for companies that are transforming their businesses through the deployment of AI Agents?

Look no further, Intercom is seeking an AI Deployment Architect to drive successful implementations of Fin, our cutting-edge AI Agent that is transforming the way our customers interact with their end users. As the go-to expert on the Professional Services team for all things Fin, you’ll play a key role in shaping the deployment framework for Fin, so our customers are able to deliver intelligent, personalized, actionable, and fully automated support experiences that make every single customer feel understood and valued.

In this role, your primary focus will be to drive exceptional value during the implementation of Intercom’s AI-first Customer Support solutions by providing deep expertise to get customers to the outcomes they want to achieve. 

What will I be doing? 

• Own and optimize the playbook for Fin deployment across our customer base
• Conduct detailed discovery sessions with customers to gather information about their current operations, tech stack, and typical customer queries to define a path to reach 100% automation 
• Develop a tailored deployment plan for each implementation that highlights readiness to deploy an AI-first solution through the lens of their team today
• Develop a change management methodology that supports customers through the transformation of their Support Organization
• Develop a deployment strategy for our comprehensive suite of AI-tools
• Analyze customer data to develop a robust set of recommendations to optimize customer outcomes such as resolution rates and CX Score 
• Work with the rest of the Professional Services team to execute customer deployments of Fin
• Help guide the Success & Solutions organization to develop a robust set of best practices to scale across our customers
• Collaborate with internal teams, such as Sales, Engineering, Product Management, and Support, to address any challenges and ensure a smooth implementation experience.
• Work with our Product Team to pressure test alphas / betas and develop deep understanding of common customer use cases
• Provide detailed feedback to our Product team on high priority features requested by customers

What skills do I need? 

• 5-7 Years in a Customer Facing role
• Bachelor's degree in a relevant field or equivalent practical experience
• Exceptional problem-solving skills, with the ability to analyze complex requirements and propose effective solutions
• Excellent communication, presentation, and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
• Ability to handle multiple client projects simultaneously and prioritize tasks effectively
• Passion for delivering exceptional customer service and driving customer success

Bonus skills & attributes 

• Experience with AI Agents and / or generative AI 
• Basic understanding of RESTful API integrations 
• Basic understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels 
• Experience in Knowledge Management

Benefits 

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!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated

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

The base salary range for candidates within the Greater Chicago Area is $141,800-$169,313. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).  

#LI-Hybrid

#LI-AW2

#LI-AW2

What's the opportunity? 

With the advent of AI, the nature of customer support has changed dramatically - as have the humans who provide it. Our next Technical Support Specialist will be someone who thrives in autonomy, is deeply curious, fluent in AI tools and holds an extremely high bar not just for themselves, but for their teammates.

As a Technical Support Specialist, you'll own complex technical queries around some of our most nuanced features, serve as a point of escalation for your colleagues for the most tricky investigations, consistently provide world class customer support, collaborate with our customers proactively to help them make the most of our platform and help drive improvements in product, processes, and peer development. You'll use AI tools alongside your own expertise to handle complex cases efficiently and play a role in shaping a culture of continuous improvement. We ship product updates consistently, so if constant learning excites and energises you, this environment will suit you well!

If this is the kind of role that excites you, then we want you as our next Technical Support Specialist.

What will I be doing? 

• Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too.
• Owning customer communications and issues from initial contact until resolution.
• Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of.
• Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible.
• Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions.
• Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers.
• Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes.
• Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams.

What your first 6 months will look like:

In your first 30 days you will: 

• Complete company onboarding, becoming familiar with Intercom’s values, strategy, and goals.
• Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments.
• Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions.
• Showcase successful and proactive communication about your training progress and needs/questions that arise.

In your first 60 days, you will: 

• Continue to complete CS trainings and pass relevant assessments successfully and on schedule.
• Independently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer’s query.
• Demonstrate ownership in the execution of your work.
• Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda.

In your first 90 days, you will: 

• Receive QA reviews and action feedback.
• Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development.
• Contribute outside of the inbox via sharing suggestions and ideas for how we can improve.
• Successfully meet KPI targets and/or goals.
• Demonstrate Intercom’s Values in your work and alignment with the company vision and strategy.

What skills do I need? 

• 3-4+ years of technical support experience, ideally within a software/SaaS environment.
• Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.)
• A basic understanding of APIs and webhooks, navigating developer documentation to know what is and isn’t possible with Intercom’s REST API.
• Strong customer focus (excels at & enjoys helping customers)
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone & language, personable)
• Strong problem solving skills (ability to think critically and learn on-the-fly)
• Ability to troubleshoot and utilize resources to answer questions on baseline topics
• Ability to take on & action feedback, as well as deliver feedback consistently and at a high quality to peers, managers and cross-functional partners.
• Excitement for a support environment that has fully embraced AI solutions as the next step towards providing world-class customer support.
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.

Bonus skills & attributes 

• Experience using Intercom, or similar SaaS platforms.
• Experience as Tier 2 or similar level of support.
• Experience in coaching & mentoring teammates.
• Experience in helping customers make the most of their current subscriptions.
• Experience in using AI tools (Glean, ChatGPT, Gemini etc.) to troubleshoot customer issues.

You’ll Thrive Here If You:

• Are passionate about leveraging AI to enhance support experiences and drive team performance.
• See support as an exciting opportunity to solve daily customer related puzzles.
• Like finding ways to work smarter, not just harder.
• Are hungry to learn, iterate, and help build something great.
• Are excited by ownership, accountability and feedback—you don’t just do the work, you shape how it’s done, and are ok with sharing both constructive feedback & kudos about it.

Benefits 

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!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated
• Flexible paid time off policy.
• 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.

The base salary range for candidates within the Greater Chicago Area is $62,000 - $74,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).