Technical Support Engineer at Intercom | Dublin, Ireland

Join Intercom, the leading AI Customer Service company, dedicated to empowering businesses in providing exceptional customer experiences.Our cutting-edge AI agent, Fin, stands as the most sophisticated customer service AI in the industry, enabling businesses to offer seamless, around-the-clock customer support. When paired with our Helpdesk, it forms the comprehensive Intercom Customer Service Suite, designed to address complex queries that necessitate human intervention.Founded in 2011 and relied upon by nearly 30,000 businesses globally, Intercom is pioneering new benchmarks in customer service. Our core values drive us to push boundaries, innovate with urgency, and deliver unparalleled value to our clients.What’s the Opportunity?The Security Engineering Group at Intercom is pivotal in ensuring the secure delivery of software from our R&D teams. As the Engineering Manager for the Application Security team, you'll join our globally distributed Information Security group, safeguarding the security and trust of Intercom for over 25,000 businesses by setting high security standards for our products.Your ResponsibilitiesIn your role as Engineering Manager of a diverse security engineering team, you will:Oversee security across Intercom’s Software Development Lifecycle, implementing security controls to empower our engineering teams to operate rapidly while ensuring a secure application environment.Lead security assessments for product features, collaborating with engineering teams to identify and mitigate security vulnerabilities.Manage product security features, assisting our customers in maintaining a robust security stance while using the Intercom platform.Handle security incidents at Intercom, spearheading investigations and implementing improvements to minimize the risk of recurrence.Collaborate with key stakeholders across Infosec and engineering to define and execute our security vision, strategy, and roadmap for the Intercom product.Lead a globally distributed team of product and security engineers, fostering a collaborative culture that drives high productivity, performance, and reliability.Contribute to shaping and evolving our engineering culture through our organizational programs.Required SkillsWe recognize that these lists can sometimes seem daunting, but we value diverse experiences and backgrounds. If you’re passionate about security and ready to lead a team in a dynamic environment, we encourage you to apply!

Intercom is a pioneering AI Customer Service company dedicated to empowering businesses in delivering exceptional customer experiences.Our AI agent, Fin, stands as the most sophisticated customer service AI available, enabling businesses to provide always-on, flawless customer service, thereby enhancing customer experiences significantly. Fin can also integrate with our Helpdesk to form a comprehensive solution known as the Intercom Customer Service Suite, which offers AI-enhanced support for intricate or high-touch queries requiring human intervention.Established in 2011 and trusted by nearly 30,000 businesses worldwide, Intercom is redefining the benchmarks for customer service. Guided by our core values, we consistently push boundaries, develop with speed and vigor, and deliver outstanding value to our clientele.What’s the opportunity?At Intercom, you'll take on the role of a Product Engineer, addressing genuine customer challenges through the astute and efficient application of your technical expertise and tools. You will be an integral part of one of our multidisciplinary product teams, collaborating closely with designers, product managers, researchers, and data analysts to develop both back-end and front-end systems.We are currently navigating a variety of exciting scaling challenges and are building a robust platform where your skillset can be applied to diverse areas such as developing a stunning messenger composer, rule matching, deliverability, security, application availability, and machine learning, among others.What will I be doing?As a seasoned engineer, you will:Develop technical plans and contribute to our architectural framework as we scale our products to cater to tens of millions of users daily.Write Ruby code that integrates numerous AWS, infrastructure, platform, and SaaS technologies that form the backbone of Intercom’s backend infrastructure.Deploy a change to production on your very first day and roll out a feature within your first week.

At Intercom, we are revolutionizing customer service with our AI-driven platform, dedicated to empowering businesses to deliver outstanding customer experiences.Our flagship AI agent, Fin, represents the pinnacle of customer service innovation, enabling companies to provide 24/7, top-notch support that enhances customer interactions. Integrated with our Helpdesk, the Intercom Customer Service Suite is designed to tackle complex queries requiring human intervention, ensuring seamless service.Since our inception in 2011, we have gained the trust of nearly 30,000 businesses globally, setting new benchmarks for excellence in customer service. Our commitment to our core values drives us to break new ground, innovate rapidly, and create unmatched value for our clients.What’s the opportunity?As a Senior Software Engineer at Intercom, you will tackle real-world customer challenges through the strategic and efficient application of your technical expertise. You will join a multidisciplinary product team, collaborating closely with designers, product managers, researchers, and data analysts to build robust backend and frontend systems.With exciting scaling challenges ahead, you will have the opportunity to leverage your skills in areas like enhancing our messenger composer, improving rule matching, ensuring app security, optimizing deliverability, and implementing machine learning solutions.

At Intercom, we are pioneering AI-driven customer service solutions that empower businesses to deliver exceptional customer experiences.Our flagship AI agent, Fin, represents the cutting edge of customer service technology, enabling businesses to provide continuous, high-quality service that significantly enhances customer satisfaction. When paired with our Helpdesk, Fin evolves into the Intercom Customer Service Suite, offering AI-enhanced support for complex inquiries that necessitate human intervention.Founded in 2011, Intercom is trusted by nearly 30,000 global companies and is reshaping the standard for customer service through our relentless commitment to innovation, speed, and delivering outstanding value to our clients.What is the opportunity?Join our AI Group at Intercom, where we define and develop new machine learning functionalities, investigate the latest algorithms and technologies, and quickly prototype solutions to provide to our customers.Our highly focused product team, comprising over 50 ML scientists, engineers, designers, and researchers, collaborates closely with various departments across the organization. We prioritize rapid production cycles, often transitioning from successful offline tests to beta releases in just weeks.We continuously run experiments to assess the effectiveness of our AI features by employing both frequentist and Bayesian methodologies. We create dashboards to monitor outcomes and engage in detailed analysis of user interactions to uncover complex patterns. Working with stochastic AI products, we navigate intricate effects to drive improvements.We are seeking a passionate Analytics Engineer to become a vital part of our AI Group, assisting us in achieving these ambitious objectives.What will I be doing?Data Platform Development: Design, implement, and oversee scalable data pipelines and ETL processes to establish a robust, analytics-ready data platform.Cross-functional Collaboration: Collaborate with AI analysts, ML scientists, engineers, and business teams to understand data requirements and ensure reliable and user-friendly data solutions.Data Strategy & Governance: Spearhead initiatives in data model development, data quality stewardship, warehouse management, and production support for essential workflows.Advanced Analytics & Insights: Conduct in-depth data analyses and develop custom models to inform strategic business decisions and performance metrics.Automation & Optimization: Enhance data collection and reporting processes through automation and optimization techniques.

At Intercom, we are pioneering the AI Customer Service landscape with a clear mission: to empower businesses to deliver exceptional customer experiences.Our cutting-edge AI agent, Fin, stands as the most advanced customer service AI on the market, enabling businesses to provide seamless, around-the-clock support, thus revolutionizing their customer engagement. Fin integrates perfectly with our Helpdesk, forming the Intercom Customer Service Suite, a comprehensive solution designed to tackle complex queries requiring human interaction.Founded in 2011 and trusted by nearly 30,000 businesses globally, Intercom is redefining the customer service standard. Our core values drive us to push boundaries, build with agility, and consistently deliver remarkable value to our clients.We invite you to join our team as a Senior Product Manager and play a pivotal role in shaping the future of business messaging and AI-driven customer engagement. This is a rare opportunity to lead a top-tier team of engineers, designers, and researchers in delivering impactful products that reach millions daily.

Intercom is the leading AI Customer Service platform, dedicated to enabling businesses to deliver exceptional customer experiences.Our cutting-edge AI agent, Fin, stands as the most sophisticated customer service AI currently available, empowering businesses with continuous, flawless customer support and revolutionizing their customer interactions. Fin seamlessly integrates with our Helpdesk to form the Intercom Customer Service Suite, an all-encompassing solution that offers AI-enhanced assistance for more intricate inquiries that necessitate human intervention.Established in 2011 and currently supporting nearly 30,000 businesses worldwide, Intercom is redefining customer service standards. Guided by our core principles, we continuously challenge conventions, operate with agility and vigor, and consistently offer outstanding value to our clients.What’s the opportunity?We are pioneering a new segment within Intercom: AI Product Management. With over a decade of investment in in-house AI, we boast a skilled team of machine learning scientists, engineers, researchers, and designers. We are now expanding this team with product managers who will sculpt the future of Intercom’s AI platform and agent.As a Senior AI Product Manager, you will define the vision, strategy, and roadmap for the core AI systems that fuel Fin and Intercom’s AI capabilities. You will operate at the crossroads of advanced AI research, innovative product development, and real-world customer challenges, guiding us in creating world-class AI products that yield significant business results.This role demands a technical, customer-focused product manager who excels in dynamic, uncertain environments and is passionate about transforming complex AI functionalities into user-friendly, engaging product experiences.What will I be doing?Oversee a key segment of our AI product landscape. You will take charge of a vital component of Intercom’s AI platform or agent, responsible for its vision, strategy, and effectiveness.Gain profound insights into customers, the business, and the technology. You will thoroughly understand the ecosystem: customer needs, business direction, and the workings of our AI systems, utilizing this knowledge to inform high-quality decision-making and create a compelling roadmap.Collaborate closely with a premier AI team. You will engage daily with machine learning scientists, engineers, designers, and researchers. Together, you will explore innovative ideas, assess feasibility, weigh trade-offs, and convert advanced AI capabilities into high-impact product experiences.Deliver ambitious, high-quality AI products. You will guide concepts from initial exploration to production launches, conducting swift experiments, defining success metrics, and evaluating performance.

Join Intercom as a Manager of Scaled Relationship Management for the EMEA region, where you will lead a talented team dedicated to enhancing customer relationships and driving engagement through innovative strategies.Your role will involve collaborating with cross-functional teams to optimize our customer support processes, ensuring a seamless experience for our clients. As a manager, you will provide mentorship and guidance, fostering an environment of growth and excellence.

Join Intercom as a Senior Social Media Strategist, where you'll lead innovative social media campaigns to drive engagement and growth across our platforms. Collaborate with cross-functional teams to shape our brand voice and connect with our audience in meaningful ways. Your expertise will guide content creation, community management, and analytics to ensure our social media strategy aligns with company goals and resonates with our target market.

We are seeking a passionate and analytical Growth Data Scientist to join our dynamic team at Intercom. In this role, you will leverage data to drive growth strategies, enhance user engagement, and improve overall business performance. You will collaborate with cross-functional teams to analyze trends and derive actionable insights, enabling us to make data-driven decisions that align with our growth objectives.

Join Intercom as a Senior Engineering Manager leading our Developer Experience Platform team. You will play a pivotal role in enhancing the efficiency and effectiveness of our engineering teams by fostering a collaborative and innovative environment. Your leadership will drive the development of tools and resources that empower developers, ensuring they can focus on building exceptional products.In this role, you will oversee the engineering team’s strategic direction, align technical goals with company objectives, and mentor team members to reach their full potential. Your expertise in engineering management will help shape our platform's future, driving improvements and innovations that enhance the developer experience.

Intercom is at the forefront of AI-driven customer service, dedicated to revolutionizing how businesses engage with their customers.Our cutting-edge AI agent, Fin, is the most advanced solution available, allowing companies to provide round-the-clock, exceptional customer support that significantly enhances customer experiences. When combined with our Helpdesk, it forms the comprehensive Intercom Customer Service Suite, tailored to address intricate queries that necessitate human intervention.Established in 2011 and trusted by almost 30,000 businesses worldwide, Intercom is redefining customer service standards. Guided by our core values, we continuously strive to push boundaries and deliver unmatched value to our clientele.What is the opportunity?As the volume and speed of data continue to expand at Intercom, driven by our growth and the integration of advanced AI solutions, the Data Engineering team stands as a vital force propelling our future.We are on the lookout for a talented Senior Data Engineering Manager to spearhead key data initiatives and propel our efforts forward.What will I be doing?This position emphasizes impact and leadership. You will guide a team responsible for designing and enhancing the core infrastructure that underpins our comprehensive data ecosystem.Next-Gen Platform Evolution: Collaborate with product and business teams to lead the architectural design and implementation of our next-generation data stack, ensuring it meets the requirements of advanced analytics and AI applications.Enablement Through Tooling: Work closely with Analytics Engineers, Analysts, and Data Scientists to create self-service tools and infrastructure that facilitate rapid deployment and safe operations.Data Quality Guardianship: Establish advanced monitoring systems to proactively identify, highlight, and resolve data quality issues within our high-throughput environment.Driving Automation: Innovate automation and tooling that optimizes the creation and discovery of high-quality analytics data, enhancing the overall data lifecycle's efficiency.

Join Intercom as an Engineering Manager in our Forward Deployed Engineering team. In this pivotal role, you will lead a group of talented engineers to develop innovative solutions tailored to our clients’ needs. You will collaborate closely with cross-functional teams to drive technical excellence and ensure timely project delivery. Your leadership will empower your team to achieve their best work and maintain a high-performance culture.

Join Intercom, a pioneering AI Customer Service company, dedicated to empowering businesses to deliver exceptional customer experiences.Our cutting-edge AI agent, Fin, stands out as the most advanced customer service AI, enabling organizations to provide round-the-clock, flawless customer support, thus revolutionizing their customer interactions. Fin seamlessly integrates with our Helpdesk, forming the Intercom Customer Service Suite, which offers AI-driven assistance for intricate queries necessitating human oversight.Established in 2011 and trusted by nearly 30,000 businesses worldwide, Intercom is redefining the standards of customer service. Our commitment to pushing boundaries, rapid development, and delivering unmatched value to our customers drives us forward.What’s the opportunity?As a Senior Engineering Manager at Intercom, you will lead the Billing Team, responsible for the critical systems that enable customer purchasing, usage metering, accurate billing, revenue recognition, and financial flow. This pivotal role within Growth Engineering requires close collaboration with Pricing & Packaging, Order, Self-Service, Sales, Finance, Enterprise Systems, Analytics, and Billing Operations. You will ensure clarity, focus, and execution across this essential platform, while nurturing a culture of ownership, accountability, and high standards.What will I be doing?Guide and expand a team dedicated to developing and enhancing Intercom’s billing, subscription, invoicing, and metering functionalities, forming the backbone of our revenue and monetization strategies.Oversee and enhance the reliability and operational excellence of Billing systems, ensuring high quality and responsiveness during incidents.

Join our dynamic team as a Senior Engineer specializing in Infrastructure Platforms. You will play a crucial role in shaping our infrastructure, enhancing our scalability and performance. Collaborate with cross-functional teams to design and implement robust systems that support our growing user base.As a Senior Engineer, you will be expected to leverage your extensive experience in software engineering, systems architecture, and cloud technologies to drive innovation within our infrastructure.

Intercom is a pioneering 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 companies to provide continuous, flawless customer support, thereby enhancing overall customer satisfaction. Fin integrates seamlessly with our Helpdesk, forming the Intercom Customer Service Suite, a comprehensive solution that combines AI-driven assistance with human support for complex inquiries.Established in 2011 and trusted by nearly 30,000 businesses worldwide, Intercom is setting new benchmarks for customer service. Our core values drive us to innovate, build swiftly, and consistently deliver outstanding value to our clients.What’s the opportunity?As a Product Engineer at Intercom, you will play a crucial role in addressing real customer challenges through the intelligent application of your technical expertise and tools. You will collaborate within a multidisciplinary team, developing both back-end and front-end systems while closely working with designers, product managers, researchers, and data analysts.We are currently navigating exciting scaling challenges and building a robust platform where your skills can be applied to various areas, including creating an intuitive messenger composer, rule matching, deliverability, security, app availability, and machine learning, among others.What will I be doing?As a seasoned engineer, you will:Formulate technical plans and contribute to our architecture as we scale our products to serve millions daily.Develop Ruby code that integrates numerous AWS, infrastructure, platform, and SaaS technologies that constitute the backbone of Intercom’s backend.Deploy changes to production with confidence, ensuring high-quality standards.

At Intercom, we are revolutionizing customer service through our AI-driven solutions. Our mission is to empower businesses to deliver exceptional customer experiences.Our flagship AI agent, Fin, stands as the most advanced customer service AI in the industry, enabling businesses to provide round-the-clock, flawless service that enhances customer interactions. When paired with our Helpdesk, it forms the Intercom Customer Service Suite, a comprehensive solution designed for complex queries that may require human intervention.Founded in 2011 and serving nearly 30,000 businesses worldwide, Intercom is setting new industry benchmarks. Our commitment to pushing boundaries, rapid development, and delivering unparalleled value drives our success.What’s the opportunity?We are seeking experienced Senior Product Engineers to join our AI Group, focused on developing innovative AI-powered products. As a Product Engineer in Machine Learning, you will collaborate closely with ML Scientists and product teams to understand our offerings, customer needs, and the technical landscape.Your responsibilities will include defining new ML features, exploring suitable algorithms and technologies, and swiftly prototyping solutions for customer feedback.Our team operates with a strong product focus, working collaboratively with Product and Design teams. With dedicated engineers, we achieve fast production cycles, often launching beta versions within weeks of successful offline testing.We are passionate about machine learning and have implemented a range of technologies—from traditional supervised models to advanced unsupervised clustering algorithms and innovative transformer neural networks. We rigorously assess the customer impact of our deployed models.If you possess a strong analytical mindset and hands-on experience with ML systems, we are eager to connect with you!

Intercom, the leading AI Customer Service company, is dedicated to empowering businesses to deliver exceptional customer experiences.Our state-of-the-art AI agent, Fin, is recognized as the most advanced customer service AI agent available, enabling businesses to provide seamless, 24/7 customer service, thereby revolutionizing customer experiences. Fin's capabilities can also be integrated with our Helpdesk, creating a comprehensive solution known as the Intercom Customer Service Suite, which enhances support for complex queries that necessitate human intervention.Since our founding in 2011, we have garnered the trust of nearly 30,000 businesses worldwide, setting a new benchmark in customer service. Our commitment to our core values drives us to innovate, work with urgency and precision, and consistently deliver outstanding value to our clients.What’s the opportunity?As a Senior Product Engineer at Intercom, you will play a pivotal role in addressing real customer challenges through a strategic and efficient application of your technical expertise. You will collaborate within a multidisciplinary product team, developing both back-end and front-end systems while working closely with designers, product managers, researchers, and data analysts.We are navigating thrilling scaling challenges and are focused on enhancing a robust platform where your skills can be utilized in areas such as building an intuitive messenger composer, rule matching, ensuring deliverability, fortifying security, enhancing app availability, and leveraging machine learning, among others.We are seeking a Senior Engineer to join our team, which is responsible for creating and maintaining a diverse array of APIs and core services that facilitate customer data management and integrations. We empower our clients and developers to optimize their data to fully utilize our AI Agent, including Intercom’s MCP functionalities.Our team also oversees strategic integrations with prominent applications such as Salesforce, Stripe, and Shopify, ensuring fluid data synchronization with external systems.What will I be doing?Participate in all stages of software development including ideation, prototyping, design, and implementation.Work alongside Product, Design, and Partnerships teams to ensure our data services fulfill business requirements and provide an exceptional developer experience.Design, develop, and maintain Intercom’s APIs, ensuring they are rich in features, performant, robust, and well-documented.Enhance our strategic integrations with applications like Salesforce, Stripe, and Shopify.Implement systems to monitor the infrastructure we build, identifying and addressing bottlenecks and issues with queues, workers, and data quality.

Intercom is a pioneering AI Customer Service company committed to revolutionizing business-customer interactions by delivering exceptional customer experiences.Our flagship AI agent, Fin, represents the forefront of customer service AI technology, empowering businesses to maintain flawless, around-the-clock customer support. This innovation transforms customer interactions, making them more efficient and impactful. Fin seamlessly integrates with our Helpdesk, forming the comprehensive Intercom Customer Service Suite, which enhances support for intricate inquiries that necessitate human engagement.Since our inception in 2011, we have garnered trust from nearly 30,000 businesses worldwide, setting a new benchmark for customer service excellence. Guided by our core values, we constantly challenge limits, operate with urgency, and deliver unmatched value to our clientele.What’s The Opportunity?As an AI-first organization, Intercom is redefining the landscape of customer service. Our advanced AI agent, Fin, combines automation with empathy, establishing a new paradigm in customer support. In this role, you will play a crucial part in shaping the future of AI-driven customer service, showcasing the transformative impact of artificial intelligence. By articulating an ambitious vision and delivering significant solutions, you will turn the concept of AI-enhanced support into a tangible reality for our clients.About the Role:We are seeking an extraordinary Solutions Engineer to become a vital member of our dynamic Customer Solutions Team. In this position, you will engage directly with our clients as their trusted advisor, playing a critical role in their success...

Role overview The Senior Manager of Customer Campaigns and Lifecycle Marketing shapes and leads Intercom’s customer engagement programs. The focus is on driving growth and retention among existing customers. This role involves building strategies and executing campaigns that keep customers connected to Intercom’s products and services. Collaboration is central to this position. The Senior Manager works with teams across the company to develop marketing initiatives that resonate with customers and reinforce the Intercom brand. Success in this role means designing campaigns that make a measurable impact on customer relationships and long-term loyalty.