Overview

Senior Product Engineer at Intercom. Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Intercom’s AI agent Fin enables businesses to deliver always-on, high-quality customer service and can be combined with our Helpdesk to form the Intercom Customer Service Suite, which provides AI-enhanced support for more complex queries that require a human agent. Intercom was founded in 2011 and is trusted by thousands of global businesses. We strive to push boundaries, move quickly, and deliver value to customers through our core values.

What’s the opportunity? At Intercom, you will be a product engineer who solves real customer problems through technical knowledge and practical application. You’ll join a multidisciplinary product team, building back-end and front-end systems and collaborating with designers, product managers, researchers, and data analysts. We’re addressing scaling challenges and building a robust platform in areas such as messenger features, rule matching, deliverability, security, app availability, and machine learning.

Responsibilities

• Develop technical plans and contribute to our technical architecture as we scale to serve tens of millions of users daily.
• Write Ruby code that integrates AWS, infrastructure, platform, and SaaS technologies forming Intercom’s backend.
• Deliver changes to production on day one and ship features rapidly; deployments average multiple times per day.
• Grow the team’s capacity by mentoring engineers and interviewing candidates.

Qualifications

• 5+ years of experience in a software engineering role, preferably building a SaaS product, with demonstrated impact on product or team.
• Deep knowledge of a high-level programming language (e.g., Ruby, Python, JavaScript). If you don’t know a language we use, you can learn quickly or contribute alternate approaches.
• Ability to collaborate directly with product teams and designers; a track record of delivering value to customers or users.
• Experience with distributed systems.

Benefits

• Competitive salary and equity in a fast-growing startup.
• Lunch provided on weekdays, plus snacks and a fully stocked kitchen.
• Regular compensation reviews for performance.
• Pension scheme with up to 4% match.
• Health and dental insurance for you and dependents; life assurance.
• Flexible paid time off.
• Maternity and paternity leave support.
• Cycle-to-Work Scheme with secure bike storage.
• MacBooks are standard; Windows available for certain roles when needed.

Policies

Intercom has a hybrid working policy requiring in-office presence at least three days per week. We foster an open, inclusive culture and do not engage in political advocacy in internal or external communications. We respect personal opinions on non-work topics and focus on doing incredible work aligned with our core values. Intercom is an Equal Employment Opportunity employer and will not discriminate on the basis of protected characteristics under applicable law.

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