About the job
Intercom is at the forefront of AI-driven customer service, dedicated to empowering businesses to deliver exceptional customer experiences.
Our AI agent, Fin, is the most sophisticated customer service AI currently available, enabling businesses to provide continuous, flawless support that transforms customer interactions for the better. When integrated with our Helpdesk, Fin becomes part of the comprehensive Intercom Customer Service Suite, designed for handling more complex queries that necessitate human intervention.
Since our inception in 2011, we have garnered the trust of nearly 30,000 global businesses, setting a new benchmark in customer service. Our core values drive us to push boundaries, work with speed and intensity, and consistently offer exceptional value to our clients.
What’s the Opportunity?
We invite you to join Intercom as an Engineering Manager, leading a pivotal team within our Support Platform group—a key component of our mission to enhance personal business interactions. This role offers a unique chance to guide a high-impact team focused on one of Intercom’s most vital product areas. You will play an essential role in driving clarity, focus, and excellence in execution while cultivating a culture of collaboration, accountability, and growth.
What Will I Be Doing?
- Oversee a skilled team of engineers dedicated to building and refining core features within Intercom’s Support Platform.
- Engage directly with customers—forge strong partnerships, gather insights from their experiences, and leverage this feedback to inform our product strategy and direction.
- Collaborate closely with internal teams such as Sales, Customer Support, and Marketing to ensure alignment with customer needs and opportunities.
- Work in partnership with Senior and Staff Engineers to define and implement the technical strategy for your area.
- Guide your team in deeply understanding customer needs, translating them into informed technical and product decisions.
- Establish clarity and alignment on priorities, balancing immediate objectives with long-term goals.
- Support engineers in their professional development, assisting them in achieving their career aspirations while delivering outstanding results.
- Foster a culture of ownership, accountability, and high standards, empowering your team to execute swiftly and achieve impactful outcomes.
- Contribute to shaping Intercom’s engineering culture, influencing how we build exceptional software and collaborate effectively.

