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Principal Engineer, Web Platform – Team Web

IntercomLondon, England
On-site Full-time

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Experience Level

Senior

Qualifications

As a senior technical leader, your responsibilities will include:Owning and enhancing the architecture of Intercom's web stack. Defining the long-term technical strategy for the web team, emphasizing scalability, performance, developer productivity, observability, and system reliability. Collaborating closely with stakeholders in marketing, design, analytics, and data science to ensure the platform meets their needs with accuracy and agility. Leading the design and implementation of MarTech systems for event tracking, attribution, funnel reporting, A/B testing infrastructure, and more. Partnering with engineers across web, infrastructure, and data to create a cohesive, high-quality technical ecosystem. Mentoring and supporting engineers within the team and organization, providing insights on architecture and data modeling.

About the job

At Intercom, we are revolutionizing customer service with our cutting-edge AI technology. Our mission is to empower businesses to deliver exceptional customer experiences through our advanced AI agent, Fin. With Fin, companies can provide round-the-clock, stellar customer support and enhance their overall customer interactions.

Integrated with our Helpdesk, the Intercom Customer Service Suite offers a comprehensive solution for handling complex queries that necessitate human intervention. Since our inception in 2011, we have gained the trust of nearly 30,000 businesses worldwide, continuously setting new benchmarks in customer service excellence.

What’s the Opportunity?

As a Principal Engineer on our web platform team, you will play a pivotal role in shaping the technical foundations and architectural advancements of our web services. Our websites, including intercom.com and fin.ai, are key drivers for our growth, enabling storytelling, branding, experimentation, and product discovery.

In this cross-functional leadership position, you will collaborate with marketing, analytics, design, data science, and engineering teams to ensure our web stack remains modern, efficient, and a joy to work with. You will have the autonomy to define and implement the long-term technical strategy for our team.

About Intercom

Intercom is at the forefront of AI-driven customer service solutions, dedicated to enhancing the way businesses interact with their customers. Our innovative product suite empowers organizations to deliver superior customer support and ultimately cultivate better customer relationships.

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