Principal Engineer at Intercom | London

At Intercom, we are redefining customer service through innovative AI solutions, ensuring businesses can provide exceptional customer experiences.Our flagship product, Fin, is recognized as the most advanced AI customer service agent on the market, allowing companies to deliver seamless, around-the-clock support while enhancing overall customer interactions. When paired with our Helpdesk, it evolves into the complete Intercom Customer Service Suite, catering to intricate queries that necessitate human intervention.Since our inception in 2011, Intercom has gained the trust of nearly 30,000 businesses globally, setting new benchmarks in customer service. We are committed to our core values, which drive us to push boundaries, operate with agility, and consistently offer unparalleled value to our clients.What’s the opportunity?As a Product Engineer at Intercom, your role will be pivotal in addressing real customer challenges through the intelligent and efficient application of your technical expertise. You will become an integral part of our multidisciplinary product teams, developing both back-end and front-end systems while collaborating closely with designers, product managers, researchers, and data analysts.We are currently navigating exciting scaling challenges as we build a resilient platform where your skills can be utilized in various areas such as crafting a user-friendly messenger composer, implementing rule matching, ensuring deliverability, upholding security, enhancing app availability, and leveraging machine learning, among others.What will I be doing?As a seasoned engineer, you will:Develop comprehensive technical plans and contribute to our architectural strategy as we scale our products to accommodate tens of millions of users daily.Craft Ruby code that integrates a variety of AWS, infrastructure, platform, and SaaS technologies that constitute the backbone of Intercom’s backend infrastructure.Deploy a change to production on your first day and launch a feature within your first week. This “day one” change is seamlessly integrated into production alongside numerous other deployments.

At Intercom, we are not just an AI Customer Service company; we are on a transformative mission to redefine customer experiences for businesses worldwide.Our cutting-edge AI agent, Fin, sets the benchmark for customer service AI, enabling businesses to provide seamless, always-on support that enhances customer satisfaction. When paired with our Helpdesk, Fin evolves into the Intercom Customer Service Suite, offering AI-enhanced solutions for complex queries that require human intervention.Since our inception in 2011, we have gained the trust of nearly 30,000 businesses globally, establishing new standards in customer service. By adhering to our core values, we continuously innovate, work with urgency, and deliver exceptional value to our clients.We are seeking a Senior Product Manager to join our dynamic team and play a pivotal role in shaping the future of business messaging and AI-driven customer engagement. This is a unique opportunity to lead a talented team of engineers, designers, and researchers in creating products that impact millions daily.

Intercom creates AI-powered customer service tools used by nearly 30,000 businesses worldwide. The platform’s core products include the Intercom Helpdesk and its integrated AI agent, Fin, which work together to deliver always-on support. Intercom aims to set a new standard for customer experience, balancing automation with the need for a human touch to handle complex service requirements. Role overview The Senior Product Marketing Manager, based in London, plays a central role in shaping how Intercom presents its Helpdesk product and the AI agent, Fin, to the market. This position operates at the intersection of product, AI, sales, and strategy. The main focus is to define and communicate the product vision to both current customers and the wider market, positioning Intercom as the leading choice for businesses that want both AI and human support in one platform. This is a senior individual contributor role, requiring close collaboration with teams across product, engineering, sales, and marketing. The work is hands-on and centers on building compelling messaging, engaging with customers, and supporting Intercom’s reputation in the market. Key responsibilities Define the ideal customer profile and target audience for the Helpdesk product to guide marketing and sales strategies. Lead the positioning and messaging for Helpdesk, emphasizing the benefits of Intercom’s integrated platform. Develop and share the narrative for Intercom’s AI-first Helpdesk vision, demonstrating its impact and potential.

Intercom is an innovative AI Customer Service company dedicated to empowering businesses to deliver exceptional customer experiences.Our cutting-edge AI agent, Fin, is the most advanced customer service AI available, enabling businesses to provide round-the-clock, flawless customer support. By integrating with our Helpdesk, it becomes a comprehensive solution known as the Intercom Customer Service Suite, offering AI-enhanced support for intricate or high-touch inquiries requiring human intervention.Founded in 2011 and trusted by almost 30,000 businesses worldwide, Intercom is redefining the standards of customer service. Driven by our core values, we challenge the status quo, work with speed and intensity, and consistently deliver outstanding value to our clients.Responsibilities:As a Senior Product Manager on our Web team, you will bring the narrative of Fin and the Intercom Suite to life through exceptional web experiences. Your role will be pivotal in showcasing our products, articulating our brand story, and communicating our vision for the future of AI customer service. This is a highly visible position that significantly influences how prospects and customers perceive our identity, our offerings, and their importance.We seek a candidate with a strong product marketing background or significant experience in conveying narratives through digital platforms. You are a proactive leader, advancing projects, making decisive choices, and ensuring every launch adheres to Intercom’s high standards of design, clarity, and quality. You will collaborate closely with product marketing, designers, engineers, and brand teams to create pages that are visually captivating, narratively engaging, and optimized for performance.

Intercom is the leading AI Customer Service platform dedicated to transforming how businesses engage with their customers. We empower companies to provide outstanding customer experiences through our innovative solutions.Our advanced AI agent, Fin, is at the forefront of customer service technology, enabling businesses to deliver exceptional, always-on support. Fin seamlessly integrates with our Helpdesk to form the Intercom Customer Service Suite, a comprehensive solution designed to address both simple and complex customer inquiries.Since our inception in 2011, we have earned the trust of nearly 30,000 businesses worldwide, setting a new benchmark for customer service excellence. Our core values drive us to challenge norms, work with agility, and consistently deliver outstanding value to our clients.What’s the Opportunity?Recently, we have seen a surge in demand for skilled software engineers who collaborate closely with our strategic customers, helping to align their business objectives with our AI capabilities through Fin. As a pioneering Senior Forward Deployed Engineer, you will engage with our R&D team to influence product direction while creating significant business impact for our customers.Your contributions will be crucial in redefining how our key clients enhance their customer support operations. You will collaborate with customers and our go-to-market team to deeply understand their needs, and design, develop, and implement tailored solutions.If you seek a role that offers ownership, creativity, and the chance to lead R&D and go-to-market initiatives in a dynamic environment, this position is ideal for you.What Will I Be Doing?Facilitate the adoption of Fin by guiding prospects to harness the full potential of Intercom’s AI capabilities, automating and scaling their support operations.Engage deeply with strategic customers to comprehend their business challenges and technical requirements, offering insights to achieve exceptional results with Fin.Act as a technical expert and trusted advisor, collaborating directly with customer technical teams, coding alongside them to ensure successful project completion.Work in close partnership with Sales, Success, and Product teams to guarantee seamless customer experiences, project success, and actionable product feedback.Contribute to the evolution of the Forward Deployed Engineering function by documenting best practices and sharing insights garnered from customer interactions to facilitate our growth.

Join our dynamic team at Intercom as a Senior Data Scientist, where you will leverage your analytical expertise to drive data-driven decisions and contribute to our innovative product development. In this role, you will collaborate with cross-functional teams to build models that enhance user experiences and optimize our services.

At Intercom, we are revolutionizing customer service through our cutting-edge AI technology. Our mission is to empower businesses to deliver exceptional customer experiences.Our AI agent, Fin, stands as the most sophisticated solution on the market, enabling businesses to provide continuous, high-quality customer support. Fin seamlessly integrates with our Helpdesk, creating the Intercom Customer Service Suite—a comprehensive solution for managing complex customer queries that necessitate human interaction.Founded in 2011, we are proud to be trusted by nearly 30,000 global businesses, setting a new benchmark in customer service. Our core values drive us to innovate, work with urgency, and consistently provide outstanding value to our clients.What’s the opportunity?As the demand for skilled Software Engineers continues to rise, we are looking for Forward Deployed Software Engineers who excel at the intersection of technical expertise, customer engagement, and product strategy. As our AI agent Fin becomes essential for our key clients, you will play a pivotal role in connecting customer requirements with product advancements.Your role will involve direct collaboration with some of our most important clients, working in tandem with our R&D and Go-to-Market teams to craft and implement impactful solutions. You will not only handle implementation but also influence product direction, contribute to roadmap discussions, and ensure that Fin achieves tangible business results in diverse real-world scenarios.If you have a passion for ownership, creativity, and tackling complex challenges, and seek to operate at the forefront of applied AI while working with top-notch Product, Engineering, and GTM teams, this position provides a unique opportunity to merge technical brilliance with significant customer impact.What will I be doing?Facilitating the adoption of Fin by assisting clients in leveraging Intercom’s AI capabilities to enhance and expand their support operations.Deeply engaging with strategic customers to comprehend their business hurdles and technical needs, providing insights necessary for achieving remarkable outcomes with Fin.Acting as a trusted technical authority while collaborating closely with customers’ technical teams, coding alongside them to ensure project success.Collaborating with Sales, Success, and Product teams to deliver seamless customer experiences, successful project implementation, and actionable product feedback.Contributing to the ongoing enhancement of the Forward Deployed Software Engineer role.

At Intercom, we are revolutionizing customer service with AI technology, dedicated to empowering businesses to deliver exceptional customer experiences.Our AI agent, Fin, stands out as the most advanced customer service AI on the market, enabling businesses to provide seamless, around-the-clock customer support. When paired with our Helpdesk, it forms the comprehensive Intercom Customer Service Suite, designed to handle complex inquiries while maintaining a human touch.Since our inception in 2011, we've gained the trust of nearly 30,000 businesses worldwide, setting new benchmarks for customer service. Our commitment to our core values drives us to innovate, execute with urgency, and consistently offer outstanding value to our clients.What’s the opportunity?As a Staff Product Engineer, you will take on a pivotal leadership role within our engineering team, significantly impacting our technical direction. You will be responsible for designing and implementing both back-end and front-end systems, collaborating closely with designers, product managers, researchers, and data analysts. Additionally, you will mentor other engineers and work alongside the Engineering Manager to cultivate the team's growth and define our technical strategy.What will I be doing?In this role, you will:Shape our technical architecture to accommodate the increasing demands of our diverse customer base.Emphasize agility alongside scalability and reliability, with continuous deployment practices ensuring seamless incremental releases.Engage in all phases of software development, from ideation to prototyping, design, and implementation, blending hands-on coding with architectural leadership.Utilize cutting-edge tools and AI-powered developer resources to streamline your workflow and focus on impactful problem-solving.Participate actively in the recruitment, mentoring, and career progression of fellow engineers.Elevate the standards for technical excellence, performance, and operational reliability.

Intercom is a pioneering AI Customer Service company dedicated to enhancing the customer experience for businesses worldwide.Our flagship AI agent, Fin, represents the pinnacle of customer service AI technology. It empowers businesses to offer seamless, 24/7 customer service, significantly improving their customer engagement. When integrated with our Helpdesk, Fin evolves into the Intercom Customer Service Suite, providing AI-augmented support for complex inquiries that necessitate human intervention.Since our establishment in 2011, we have earned the trust of nearly 30,000 businesses globally, setting the benchmark for unparalleled customer service. Our core values drive us to innovate, act with speed and intensity, and deliver exceptional value to our clients.What is the opportunity?Join our Research, Analytics & Data Science (RAD) team, where we transform insights into actionable strategies. We analyze customer, product, and business data, translating them into tools that integrate seamlessly into go-to-market (GTM) workflows.The advent of AI has ushered in a new era of internal tools for our GTM teams. We are progressing from traditional dashboards to sophisticated workflows powered by large language models (LLMs) and AI agents that are capable of autonomously conducting account research, summarizing previous interactions, drafting tailored outreach, identifying renewal risks, and generating reports, thereby allowing Sales and Success teams to concentrate on high-impact conversations.The RAD team collaborates closely with GTM Systems to identify challenges, devise solutions, and evaluate their impact from prototype through to production.This role demands a high level of ownership from someone who thrives in uncertain environments, is passionate about solving intricate real-world challenges, and gains satisfaction from seeing their contributions lead to measurable business results.What will I be doing?Design, evaluate, and deploy AI-powered internal tools for GTM applications, including account research and summaries, recommendations for next steps, renewal likelihood assessments, pipeline risk identification, and post-call follow-ups.Manage the entire lifecycle: Take ownership from problem identification and data modeling to the development of production-ready tools, including creating Python backends and React frontends.Rapid prototyping and deployment: Collaborate with users to build quickly, then iterate and enhance for maximum impact.Measure for success: Define success metrics based on actual usage and quantifiable business outcomes.

Intercom is a pioneering AI Customer Service company dedicated to enhancing business-customer interactions. Our flagship AI agent, Fin, represents the forefront of customer service technology, enabling businesses to provide uninterrupted and exceptional support. By integrating with our Helpdesk, it evolves into the comprehensive Intercom Customer Service Suite, designed to tackle complex inquiries that necessitate human intervention.Since our inception in 2011, we have garnered the trust of nearly 30,000 businesses worldwide, establishing ourselves as leaders in the customer service sector. Rooted in our core values, we relentlessly pursue innovation, operate with agility, and consistently deliver outstanding value to our clients.What’s the Opportunity?As a Senior Product Engineer at Intercom, you will leverage your technical expertise to tackle real-world customer challenges. You will be integrated into one of our dynamic product teams, collaborating closely with designers, product managers, researchers, and data analysts to develop both back-end and front-end systems.Your role will involve addressing the exciting challenges of scaling our platform, where your skills will be key in enhancing various aspects, including the messenger composer, rule matching, deliverability, security, app availability, and machine learning, among others.What Will I Be Doing?As a Senior Engineer, your responsibilities will include:Formulating technical plans and contributing to the architecture of our products as we scale to accommodate millions of users daily.Writing Ruby code that integrates various AWS, infrastructure, platform, and SaaS technologies forming the backbone of Intercom’s back-end.Deploying changes to production seamlessly and ensuring high performance and reliability.

Intercom develops AI-powered tools designed to help businesses improve customer service. The company’s main product, Fin, is an AI agent that works together with Intercom’s Helpdesk to form the Customer Service Suite. This platform enables businesses to provide continuous support, handling both automated requests and more complex issues that require human input. Since its founding in 2011, Intercom has supported nearly 30,000 businesses around the world, focusing on practical solutions that raise the bar for customer communication. Role overview The Product Manager role in London centers on shaping the future of business messaging and AI-driven customer engagement. This position involves collaborating with engineers, designers, and researchers to develop products used by millions each day. What you will do Work with cross-functional teams to design and deliver new features for Intercom’s suite of customer service tools Contribute to the direction of AI-powered customer engagement products Help ensure products meet the needs of businesses and their customers Location This position is based in London, England.

At Intercom, we are redefining customer service with our AI-driven solutions. Our mission is to empower businesses to deliver exceptional customer experiences through our advanced AI agent, Fin. This state-of-the-art technology enables companies to provide seamless, always-on customer support, enhancing their customer interactions significantly. Fin can also integrate with our Helpdesk platform, forming a comprehensive solution known as the Intercom Customer Service Suite. This suite offers AI-enhanced support for complex inquiries that necessitate human agent involvement.Founded in 2011 and trusted by nearly 30,000 businesses worldwide, Intercom is setting the benchmark for customer service innovation. We adhere to our core values, which drive us to push boundaries, work with urgency, and consistently deliver unparalleled value to our clientele.What is the opportunity?As a Senior Product Engineer at Intercom, you will be pivotal in addressing real customer challenges through the intelligent application of your technical expertise. You will collaborate within a multidisciplinary product team, contributing to both back-end and front-end development while working closely with designers, product managers, researchers, and data analysts.We are tackling exciting scaling challenges and building a robust platform where your skills will be crucial in areas such as developing a beautiful messenger composer, rule matching, deliverability, security, application availability, and machine learning, among others.What will you be doing?As an experienced engineer, you will:Develop technical plans and contribute to our technical architecture, scaling our products to serve millions of users daily.Write Ruby code that integrates various AWS, infrastructure, platform, and SaaS technologies, forming the backbone of Intercom's backend.Deploy changes to production and ensure high-quality delivery.

Intercom is seeking a Staff or Principal Product Designer based in London. This senior role focuses on shaping the future of customer communications by designing intuitive, user-centered experiences. The position calls for close partnership with product managers and engineers to deliver solutions that matter to users. Key responsibilities Lead design projects aimed at improving the customer experience Collaborate with product managers and engineers from initial concept through launch Develop and refine design solutions based on user needs and ongoing feedback Requirements Significant experience designing digital products at a senior or principal level A strong portfolio that demonstrates user-centered design Comfort working within a collaborative and fast-moving team

Intercom seeks a Senior Product Designer in London to help shape the user experience of its communication platform. This position involves close collaboration with engineers, product managers, and fellow designers to create solutions that drive customer engagement and support product growth. Key responsibilities Design clear, user-friendly interfaces for a wide range of customers Work with cross-functional teams to transform ideas into refined product experiences Apply creativity and design skills to solve complex challenges and enhance usability What we look for Solid experience in product design, demonstrated through a strong portfolio Comfort working in a collaborative and fast-moving setting Ability to balance user needs with business objectives Those who enjoy crafting thoughtful digital experiences and want to influence products at scale are encouraged to apply to Intercom.

Join Intercom, the leading AI Customer Service company dedicated to revolutionizing customer experiences across the globe.Our flagship AI agent, Fin, represents the pinnacle of customer service technology, enabling businesses to offer exceptional, round-the-clock support and fundamentally enhance customer interactions. Fin is seamlessly integrated with our Helpdesk, forming the Intercom Customer Service Suite—an all-encompassing solution for intricate inquiries that necessitate human intervention.Established in 2011 and trusted by nearly 30,000 businesses worldwide, Intercom is redefining customer service standards. We are driven by our core values of innovation, speed, and delivering remarkable value to our clients.What’s the Opportunity?We are on the lookout for Staff Product Engineers to join our AI Group and contribute to the development of Intercom’s AI-driven products. As a Product Engineer in Machine Learning, you will collaborate closely with both our ML Scientists and Product teams, gaining a comprehensive understanding of our product offerings, customer needs, and ML technological framework.Your responsibilities will include defining new machine learning features, exploring suitable algorithms and technologies, and quickly delivering initial prototypes to our users.Our team is highly focused on product development, collaborating with Product and Design teams. Our dedicated Engineering staff enables us to expedite production, frequently launching beta versions within weeks after successful offline testing.We are passionate about leveraging machine learning technology, having successfully productized everything from traditional supervised models to innovative unsupervised clustering algorithms and unique applications of transformer neural networks. We rigorously test and assess the tangible impact of each model we implement.If you are an accomplished product engineer with a methodical approach to development and practical experience with ML systems, we would love to hear from you!

Role Overview Intercom is hiring a Principal Engineer - Go-To-Market in London. This role influences product direction and turns market insights into practical engineering outcomes. The Principal Engineer works closely with teams across the company to help ensure products align with customer needs as they change.

At Intercom, we are revolutionizing customer service through the power of AI. Our mission is to empower businesses to deliver exceptional customer experiences.Our AI agent, Fin, stands as the most sophisticated customer service AI agent available, enabling companies to offer round-the-clock, flawless customer service. This not only enhances customer interactions but also transforms overall customer experiences. Fin can be integrated with our Helpdesk, forming the complete Intercom Customer Service Suite, which delivers AI-enhanced support for more intricate or personalized queries requiring human intervention.Founded in 2011 and trusted by nearly 30,000 businesses globally, Intercom is setting the bar for customer service excellence. Guided by our core values, we challenge the status quo, innovate rapidly, and consistently provide exceptional value to our clients.What is the opportunity?We are launching a new initiative at Intercom: AI Product Management. With over a decade of investment in in-house AI, our team includes machine learning scientists, ML engineers, researchers, and AI designers. We are now looking to expand this team with product managers who will shape the future of our AI platform and agent.As a Senior AI Product Manager, you will define the vision, strategy, and roadmap for the core AI systems that drive Fin and other AI features at Intercom. You will work at the convergence of advanced AI research, innovative product development, and tangible customer challenges, enabling us to create world-class AI products that have a significant business impact.This role demands high ownership from a technically skilled, customer-centric product manager who thrives in dynamic, ambiguous environments and excels in simplifying complex AI capabilities into user-friendly product experiences.Your ResponsibilitiesLead a significant portion of our AI product surface. You will take ownership of a crucial segment of Intercom's AI platform or agent, accountable for its vision, strategy, and impact.Gain deep insights into customers, business objectives, and technologies. You'll thoroughly understand the needs of customers, the direction of the business, and the functionality of our AI systems. This knowledge will guide your decision-making and help you craft a compelling roadmap.Collaborate closely with an exceptional AI team. You will work alongside ML scientists, engineers, designers, and researchers daily. Together, you will brainstorm new ideas, evaluate feasibility, assess trade-offs, and transform advanced AI capabilities into high-value product experiences.Deliver ambitious, high-quality AI products. You will take AI concepts from initial exploration through to production readiness, conducting rapid experiments, defining success metrics, and assessing performance.

Join Intercom as an Engineering Manager in our Forward Deployed Engineering team. In this pivotal role, you will lead a talented group of engineers responsible for deploying and integrating our cutting-edge solutions at client sites. You will be instrumental in driving innovation and ensuring high-quality delivery of our products.As an Engineering Manager, you will cultivate a collaborative environment, mentor your team, and work closely with cross-functional teams to align engineering efforts with business objectives. Your strategic leadership will help shape the future of our engineering practices and deliver exceptional value to our customers.

Join our dynamic team at Intercom as a Senior Data Scientist specializing in Product Analytics. In this role, you will leverage data to drive meaningful insights that enhance user experience and product development. You will work closely with cross-functional teams to analyze trends, build predictive models, and develop metrics that inform strategic decisions.