As a Solutions Architect, you'll be a trusted technical advisor to our customers, helping them integrate, deploy, and maximise the value of Intercom and Fin, our AI Agent. You'll work closely with Customer Success Managers, Sales Engineers, and R&D teams to provide strategic guidance, technical expertise, and hands-on support for API integrations, security reviews, and AI-driven automation strategies.
\nThis role is ideal for someone who is deeply technical, customer-focused, and excited about AI-powered customer service. You'll help businesses unlock the full potential of Intercom and Fin, ensuring seamless implementation and long-term success.
\nResponsibilities:
\nWhat Skills Do I Need?
\nBenefits
\nWe are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us!
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\nAssist customers in optimising Intercom and Fin, ensuring successful deployments and effective usage.
\nAdvise on integrations, helping customers connect Fin with their existing tech stack via APIs, webhooks, and automation workflows.
\nLead technical discovery sessions, assess customer requirements and design scalable solutions.
\nSolve complex technical challenges, working cross-functionally with Customer Success, Sales Engineering, and R&D teams.
\nProvide technical enablement, educating customers on best practices for AI-driven automation and conversational AI.
\nDevelop a technical point of view to demonstrate Intercom and Fin's impact on customer support operations.
\nSupport security reviews and RFPs, while assisting with compliance with enterprise architecture best practices.
\nAdvocate for customers internally, providing feedback to Product and Engineering to enhance Intercom and Fin's capabilities.
\nDevelop technical content, including documentation, integration guides, and knowledge-sharing resources.
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\nThis role is ideal for someone who is deeply technical, customer-focussed, and excited about AI-powered customer service. You'll help businesses unlock the full potential of Intercom and Fin, ensuring seamless implementation and long-term success.
\nResponsibilities:
\nRequirements:
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\nAs a manager, you oversee the regional IT Operations team (including individuals in Austin, San Francisco and NY), set priorities for your region, and ensure alignment with the Global IT Operations strategy. This role reports to the Sr. IT Operations Manager, and partners closely with other regional operations managers to deliver seamless, standardized IT services worldwide.
\nThis role is based in Austin, TX and requires being onsite and includes on-call responsibilities.
\nRegional Leadership & People Management Manage IT Operations Leads/Managers and their teams across North America. Develop workforce plans, staffing, and talent development strategies that support growth and scalability. Provide coaching, mentoring, and career development to the IT team within your region. Foster a culture of accountability, collaboration, and continuous improvement.
\nOperational Delivery & Service Management Ensure high-quality delivery of IT operations and support services for all regional offices. Oversee ITIL-aligned processes (Incident, Change, Knowledge, and Asset Management) at the regional level. Establish clear KPIs/SLAs and ensure performance is tracked and reported against goals. Escalate and resolve complex technical and service challenges with cross-regional collaboration.
\nStrategic Alignment & Process Improvement Drive the standardization of IT operations practices in alignment with global policies, while accounting for regional business needs. Implement workflows, automations, and tools that improve efficiency, scalability, and service quality. Champion process improvement methodologies (Lean, Kaizen, ITIL CSI) within the regional IT Operations team.
\nCross-Functional & Stakeholder Engagement Partner with HR, Facilities, and Security to provide seamless onboarding, offboarding, and workplace IT experiences. Serve as the primary regional escalation point for senior business stakeholders. Collaborate with global IT Operations leadership to influence strategy, budgets, vendor contracts, and long-term planning.
\nData & Reporting Own regional metrics and operational dashboards to provide visibility into IT performance and user experience. Present regional IT health, risk areas, and improvement initiatives to IT and business leadership. Use data-driven insights to propose resource allocation, budget, and technology investments.
\nWhat You'll Bring Bachelor’s degree in Computer Science, Engineering, MIS, or equivalent work experience. 8+ years in IT Operations or IT Service Management, with at least 4+ years in people management, including experience managing managers or multi-site teams. Proven track record of leading IT Operations in a regional capacity within a global company. Strong leadership, communication, and stakeholder management skills, with ability to influence at Director/VP level. Hands-on knowledge of enterprise IT environments (Windows, Mac, Linux, endpoint management, identity/access, AV support). Experience managing budgets, vendors, and service contracts. Skilled in ITIL practices and reporting on operational KPIs/OKRs.
\nBonus Points ITIL v4 Managing Professional or Intermediate certifications. Experience with Jira Service Management, Atlassian Assets, JAMF, InTune, or Okta. Lean or Six Sigma certification. Background in technology, SaaS, or other high-growth industries. Experience leading IT operations across multiple countries or diverse office environments.
\nCompensation Compensation may be adjusted depending on work location. Equity This role is eligible to participate in Cloudflare’s equity plan. Benefits Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S. Health & Welfare Benefits Medical/Rx Insurance Dental Insurance Vision Insurance Flexible Spending Accounts Commuter Spending Accounts Fertility & Family Forming Benefits On-demand mental health support and Employee Assistance Program Global Travel Medical Insurance Financial Benefits Short and Long Term Disability Insurance Life & Accident Insurance 401(k) Retirement Savings Plan Employee Stock Participation Plan Time Off Flexible paid time off covering vacation and sick leave Leave programs, including parental, pregnancy health, medical, and bereavement leave
\nWhat Makes Cloudflare Special? We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet. Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost. Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states. 1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric platform.
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