Jobs at Intercom

Lead the architecture and technical strategy for Fin’s web platform and marketing growth surfaces. Drive scalability, performance, observability, reliability, developer productivity, MarTech, experimentation, analytics, and attribution systems. Partner with marketing, design, data science, analytics, infrastructure, and engineering teams; mentor engineers; communicate technical trade-offs; and contribute hands-on to software development.

Lead the architecture and long-term technical strategy for Fin’s web platform and marketing growth surfaces. Drive scalability, performance, observability, reliability, developer productivity, MarTech, experimentation, analytics, and data instrumentation. Partner with marketing, design, analytics, data science, infrastructure, and engineering teams; mentor engineers; communicate technical trade-offs; and contribute hands-on to the codebase.

Own end-to-end product marketing for Operator, Fin’s AI agent for customer operations. Develop category-defining narratives, positioning, ICP and messaging; lead launches and go-to-market initiatives; create sales enablement, competitive positioning, web content, demos and other PMM assets. Partner with product, marketing, sales and leadership, conduct customer research, translate technical capabilities into clear value, and maintain messaging systems supporting Fin’s AI-first approach.

Lead product marketing for Fin’s Intercom helpdesk and AI-first customer support products. Own ICP definition, positioning, messaging, customer insights, launches, go-to-market strategy, sales enablement, and marketing assets. Partner cross-functionally with Product, Engineering, Sales, Customer Success, and Lifecycle teams to communicate product value, support retention and expansion, and establish Fin as the leader in AI-enabled helpdesk solutions.

Develop and ship machine learning products for Fin’s AI customer agent. Responsibilities include identifying valuable ML opportunities, framing product problems, conducting exploratory data analysis and research, selecting algorithms, performing offline evaluations, collaborating with Product, Design, and Engineering, and measuring customer impact. The role requires applied ML expertise, statistical reasoning, programming, scientific thinking, and strong cross-functional communication.

Build and productionize AI-powered customer support systems, partnering with ML scientists, product, and design teams. Develop prototypes, scalable ML products, and software across Python ML systems and Rails applications. Contribute throughout the development lifecycle, measure customer impact, improve reliability and technical standards, and mentor and hire engineers.

Own the Messenger product channel for Fin, defining customer problems, roadmap, product vision, and release priorities. Collaborate with engineering, design, research, and cross-functional teams to build and launch AI-powered messaging experiences. Use customer research, data, and AI tools to guide decisions, measure outcomes, maintain product quality, and execute go-to-market strategies. Lead through influence, strong communication, ownership, and alignment with company values.

Provide technical customer support by owning complex issues from initial contact through resolution, troubleshooting APIs, webhooks, code, and customer technologies. Escalate difficult cases, collaborate with product teams on bugs and improvements, communicate proactively with customers, use AI tools to improve efficiency, and contribute to team coaching, processes, and product feedback.

Own foundational sales analytics models, reports, dashboards, compensation models, and performance metrics. Analyze sales trends, attainment, productivity, variances, and data-quality issues while partnering with Sales, Finance, Data Engineering, and Business Systems. Translate business rules into reliable analytical outputs, support operating reviews, document metric definitions, troubleshoot reporting issues, and provide data-backed recommendations. Use AI tools responsibly to improve analysis and reporting processes.

Own the vision, strategy, roadmap, and impact of a major AI platform or agent product area. Partner with ML scientists, engineers, researchers, designers, and cross-functional teams to turn advanced AI capabilities into valuable customer experiences. Lead experimentation, product launches, success measurement, performance evaluation, and iteration while ensuring safety, reliability, adoption, and business impact. Communicate decisions clearly, align stakeholders, and drive progress in an ambiguous, fast-moving environment.

Own the vision, strategy, roadmap, and impact for a major area of Fin’s AI platform or agent. Collaborate with machine learning scientists, engineers, researchers, designers, and cross-functional teams to turn advanced AI capabilities into valuable products. Lead discovery, experimentation, evaluation, production launches, metric definition, iteration, customer insight, alignment, and adoption while prioritizing safety, reliability, and customer outcomes.

Build and evolve scalable back-end and front-end systems for an AI customer-support SaaS product. Contribute to architecture, ideation, prototyping, design, implementation, reliability, availability, and operational excellence. Lead technical strategy, mentor and hire engineers, collaborate with product managers, designers, researchers, and analysts, and deliver incremental customer value through continuous deployment.

Lead strategic engineering initiatives across the R&D organization while remaining hands-on in backend and frontend development. Responsibilities include technical architecture, distributed systems development, project risk assessment, continuous delivery, hiring, mentoring, and raising standards for performance, reliability, and operational excellence. The role partners closely with product managers, designers, researchers, data analysts, and engineering leadership to deliver customer value.

Leads global Mid-Market and Enterprise Solutions Engineering teams, defining go-to-market strategy, hiring and coaching technical pre-sales talent, supporting complex sales cycles, and developing scalable solution architectures, playbooks, PoCs, and business value assessments. Partners with Sales, Product, Marketing, Engineering, and Services to influence product strategy, advise executive customers, translate AI capabilities into business outcomes, and drive revenue growth.

Partner with enterprise customers to drive successful adoption and business outcomes using Fin’s AI customer service agent. Responsibilities include requirements gathering, process mapping, solution design, configuration guidance, usage monitoring, optimization, expansion identification, success planning, executive business reviews, and internal customer advocacy. The role requires strong technical acumen, customer-facing communication, prioritization, and experience improving processes and measurable outcomes for enterprise accounts.

Partners with enterprise customers and C-suite stakeholders to drive AI customer-service transformations. Responsibilities include requirements gathering, process mapping, solution design, configuration guidance, adoption monitoring, optimization, success planning, QBRs, strategic planning, and identifying expansion opportunities. The role collaborates with engineers, advocates for customer needs internally, and drives measurable automation and business outcomes.

Lead technical discovery, value presentations, solution reviews, and tailored proof-of-concepts throughout the sales cycle. Serve as the technical resource for RFPs and customer security questions, collaborate with Product and Engineering to communicate customer feedback, and help customers achieve lasting value from Fin’s AI-powered customer support solutions. Contribute to Solutions Engineering processes and playbooks while building trusted customer relationships.

Lead technical discovery, pre-sales presentations, solution reviews, proof-of-concept engagements, RFP responses, and customer security discussions. Partner with Product, R&D, and Engineering to translate customer needs into tailored AI solutions, influence product direction, and improve Solutions Engineering processes. Build trusted customer relationships, communicate value to technical and business audiences, support customer success, and travel occasionally.

Leads and scales EMEA Solutions Engineering, defining go-to-market strategy, coaching teams, supporting complex enterprise sales cycles, and delivering tailored AI platform solutions. Responsibilities include technical discovery, architecture, demonstrations, proofs of concept, business value assessments, executive customer engagement, reusable solution frameworks, verticalized assets, forecasting, and influencing product strategy. The role is a player-coach position requiring close collaboration with Sales, Product, Marketing, Engineering, Services, and Success.

Follow up with inbound leads, engage early-stage prospects, conduct account and prospect research, build organization maps, and prepare call briefs for Account Executives and Business Development Representatives. The role supports enterprise sales efforts, improves account and contact data quality, and helps qualify and route opportunities. It is designed for candidates early in their careers, with coaching and potential progression into a Sales Development Representative position.