About the job
Intercom builds AI-powered customer service tools for businesses worldwide. Our flagship AI agent, Fin, helps companies deliver responsive support at any hour. Combined with our Helpdesk, these tools form the Intercom Customer Service Suite, which blends AI automation with human expertise for more complex questions.
Since 2011, nearly 30,000 businesses have relied on Intercom to improve their customer experience. Our team values fast iteration, continuous learning, and delivering real value to clients.
Role overview
Intercom is hiring Senior AI Infrastructure Engineers in Berlin to design and scale the systems behind our next generation of AI products. The AI Infrastructure team works across the stack, from GPU-level programming to the user-facing agents that handle millions of support conversations each month.
This group builds and maintains training pipelines and inference systems for custom models like Fin Apex, which are central to our AI offerings. Collaboration with a tight-knit, highly skilled team is part of the role.
What you will do
- Develop and scale training pipelines for large transformer and LLM models, including data ingestion, preprocessing, distributed training, and evaluation.
- Build and optimize inference services for low-latency, reliable customer experiences, covering autoscaling, request routing, and fallback mechanisms.
- Improve GPU-level performance by tuning kernels, increasing utilization, and identifying bottlenecks across both training and inference stacks.
- Work closely with machine learning scientists to implement new training and inference techniques.
What we look for
- Demonstrated experience in model training or inference at scale, with strong skills in low-level GPU programming (such as CUDA or Triton). Experience across multiple areas is a bonus.

