About the job
Intercom is a leading AI Customer Service company dedicated to empowering businesses to deliver exceptional customer experiences.
Our AI agent, Fin, stands out as the most sophisticated customer service AI available, enabling businesses to offer round-the-clock, flawless customer service and significantly enhance their customer interaction quality. Fin can be integrated with our Helpdesk to form the Intercom Customer Service Suite, delivering AI-powered assistance for more intricate or personalized inquiries needing human intervention.
Founded in 2011 and trusted by nearly 30,000 businesses across the globe, Intercom is redefining customer service standards. Guided by our core values, we continually push boundaries, build with urgency and precision, and consistently provide outstanding value to our customers.
What’s the opportunity?
Intercom’s websites, including intercom.com and fin.ai, serve as vital growth drivers for the company — facilitating storytelling, branding, experimentation, and product discovery. As our Lead Principal Engineer, you will be instrumental in shaping the technical direction and architectural advancement of our web platform and systems.
You will serve as the technical lead across our marketing and growth web surfaces. This role involves cross-functional engineering leadership, collaborating with marketing, analytics, design, data science, and engineering teams to ensure our web stack is contemporary, efficient, measurable, and enjoyable to work on.
Your role will entail a high degree of autonomy where you will be responsible for establishing the long-term technical strategy for the team and executing it effectively.
What will I be doing?
As a senior technical leader, you will:
- Oversee and advance the architecture of Intercom’s web stack.
- Define the long-term technical strategy for the web team, prioritizing scalability, performance, developer productivity, observability, and system reliability.
- Work closely with marketing, design, analytics, and data science teams to ensure the platform accurately supports their objectives with efficiency and agility.
- Lead and steer the design and implementation of MarTech systems for event tracking, attribution, funnel reporting, A/B testing infrastructure, and more.
- Collaborate with engineers across web, infrastructure, and data to develop a high-quality, unified technical ecosystem.
- Mentor and elevate engineers across the team and organization — providing insights on architecture, data modeling, and best practices.

