Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What's the opportunity?
Lead the team that powers every product at Intercom, building the platform that makes our software possible.
Intercom’s Infra-Platform team provides the platform to build and operate Intercom’s core services. The mission is simple but powerful: prevention is better than cure. We build systems that make reliability, observability, and secure deployment the default path for every engineer.
We’re looking for an experienced Engineering Manager to lead this high-performing, high-autonomy team. This is a group of senior, deeply-tenured engineers (the median tenure is five years!) who love their work and act as a critical force-multiplier for the entire R&D organization.
Discover our engineering culture at intercom.engineering and explore our engineering values.
What will I be doing?
- Lead and inspire a high-performing, autonomous team of engineers working on scaling and optimizing Intercom’s core infrastructure and supporting systems.
- Navigate complex scaling and infrastructure challenges, guiding the team through strategic decisions on how we build and scale Intercom’s core components.
- Collaborate closely with domain experts and other parts of R&D, being trusted and sought for your deep domain expertise.
- Drive strategic initiatives and execute high-impact projects, ensuring they are delivered reliably and efficiently.
- Use the best tools in the industry. We invest heavily in AI-powered tools that help R&D move faster, eliminate friction, and focus on solving meaningful problems.
- Foster a culture of agility and simplicity, prioritising scalability and uptime while supporting continuous deployment and incremental improvements.
- Mentor and coach engineers and future leaders, playing an active role in their hiring, onboarding, and career development.
- Adapt and thrive across various functions to ensure objectives are met, often stepping well beyond traditional boundaries to drive results.
What skills do I need?
We know lists like this can sound like hard requirements, but they’re not. If you have most of the experience below and are excited by the scope of this role and experience in the area, we’d still love to hear from you. We can shape the position for the right person.
- Experience leading an infrastructure or platform team in a cloud environment, ideally AWS, with accountability for availability and costs.
- A track record of independently leading and delivering on complex initiatives, often spanning multiple projects, teams, and quarters.
- Expert grasp of modern web and distributed systems. You can reason about reliability, performance, and failure modes, then pick pragmatic solutions.
- Clear, timely communication. You write crisp docs, run effective incident reviews, and present tradeoffs to technical and non‑technical partners.
- Comfort with data. You define metrics, question outliers, and use telemetry to guide decisions.
- Ability to learn quickly, iterate, unblock yourself and your team, and persist until the right problem is solved.
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 equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
#LI-Hybrid
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
Top Skills
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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