About the job
At Intercom, we pride ourselves on being a pioneering AI Customer Service company dedicated to revolutionizing customer experiences for businesses worldwide.
Our flagship AI agent, Fin, stands out as the most advanced customer service AI agent available, empowering businesses to deliver exceptional customer service around the clock. Fin can seamlessly integrate with our Helpdesk to form the Intercom Customer Service Suite, a comprehensive solution designed to handle both complex inquiries that necessitate human intervention and straightforward requests.
Since our inception in 2011, Intercom has gained the trust of nearly 30,000 businesses globally, setting a new benchmark in customer service. Guided by our core values, we continuously strive to innovate, work with urgency, and deliver unparalleled value to our clients.
What’s the opportunity?
As a Principal Engineer at Intercom, you will have the unique opportunity to lead the formulation and implementation of vital strategic initiatives. You will operate independently while being accountable for successful execution within a segment of our engineering organization. Your responsibilities will encompass developing both back-end and front-end systems, collaborating closely with designers, product managers, researchers, and data analysts. Additionally, you will mentor and guide fellow engineers while partnering with Group Engineering Managers on technical strategy and leadership.
What will I be doing?
In this role, you will:
- Exhibit mastery in your domain knowledge, acting as a leader in the R&D organization to propel essential strategic projects forward.
- Provide evaluations of project status, risks, and challenges to engineering leadership to inform resource allocation and prioritization.
- Contribute to our technical architecture as we expand, ensuring scalability to handle requests from all our customers’ customers.
- Value agility as much as scalability and availability, with a focus on continuous deployment for incremental releases.
- Engage in all stages of software development, including ideation, prototyping, design, and implementation, blending hands-on development with leadership and architectural tasks.
- Utilize the industry’s best tools, as we heavily invest in AI-powered developer tools that eliminate friction and enhance your problem-solving capabilities.

