Diego Ballona
Senior Director of Engineering at Intercom who leads the Forward Deployed Engineering (FDE) motion for Fin, known for scaling Fin to thousands of customers and driving outcome-based, cross-functional engagements between engineering and customer teams.
Best podcasts with Diego Ballona
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Jan 14, 2026 • 30min
18 Months, 7,000 Customers, 67% Support Resolution: Inside Intercom's FDE Strategy ft. Diego Ballona (Intercom)
Diego Ballona, Senior Director of Engineering at Intercom who built the Forward Deployed Engineering motion, talks scaling Fin to thousands of customers. He describes starting with five design partners, the three-role FDE team, outcome-based pricing, and how FDE turns customer problems into product features. He also explains when FDE fits a business and why FDE engineers need product and GTM skills.
