About the job
Intercom is an industry-leading AI Customer Service company dedicated to empowering businesses to deliver exceptional customer experiences.
Our AI agent, Fin, is recognized as the most advanced customer service AI agent available. It enables businesses to provide round-the-clock, flawless customer service, ultimately enhancing their customer interactions. Fin can be integrated with our Helpdesk, forming a comprehensive solution known as the Intercom Customer Service Suite, which offers AI-enhanced support for more intricate queries requiring human assistance.
Since our inception in 2011, we have gained the trust of nearly 30,000 global enterprises, setting new benchmarks in customer service. Our core values drive us to push boundaries, work with agility and commitment, and consistently deliver outstanding value to our clients.
What’s the opportunity?
We invite you to join Intercom as an Engineering Manager, where you will lead a pivotal team within our Support Platform group. This role offers a unique chance to guide a high-impact team focused on one of Intercom’s most significant product domains. You will play a crucial role in fostering clarity, focus, and excellence in execution, while promoting a culture of collaboration, accountability, and growth.
What will I be doing?
- Lead a talented team of engineers dedicated to building and enhancing core features within Intercom’s Support Platform.
- Engage directly with customers to form robust partnerships, gain insights from their experiences, and utilize those insights to inform our product strategy.
- Collaborate closely with internal teams such as Sales, Customer Support, and Marketing to align on customer needs and identify opportunities.
- Work alongside Senior and Staff Engineers to develop and implement a technical strategy for your domain.
- Guide your team in deeply understanding customer needs, translating them into thoughtful technical and product decisions.
- Establish clarity and alignment on priorities, balancing immediate goals with long-term enhancements.
- Support the professional growth and development of engineers, assisting them in achieving their career aspirations and producing exceptional work.
- Foster a culture of ownership, accountability, and high standards, empowering your team to operate efficiently and deliver impactful results.
- Contribute to shaping Intercom’s engineering culture, influencing how we develop outstanding software and collaborate effectively.

