Staff Engineer – Web Analytics

Overview
Dublin, Ireland
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better.
Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service.
Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What's the opportunity?
Intercom's websites, Intercom.com and Fin.ai are more than just digital storefronts.
They're
critical growth engines
, powering demand generation, top-of-funnel analytics, and product storytelling.
We are investing in strengthening the
data and infrastructure layer
behind these experiences to unlock deeper insights, better performance, and more scalable systems.
We're hiring a
Staff Engineer
to own and elevate the
middle-to-backend architecture
of our marketing web stack.
This is a
high-impact, cross-functional role
, partnering with data scientists, the GTM analytics team, marketing engineers, and platform teams to evolve how we collect, move, store, and operationalise data from our web properties.
You'll bring
deep backend and systems expertise
, while also being comfortable navigating frontend codebases, supporting full stack engineers, and improving the overall developer experience for Team Web.
What will I be doing?
Lead the
design, implementation, and ownership of backend systems
that power our websites, including APIs, services, data pipelines, and telemetry infrastructure.
Collaborate closely with
data science, GTM analytics, and marketing ops teams
to define requirements and ship tools that support channel attribution, performance tracking, A/B testing, experimentation.
Architect scalable solutions for
event tracking and top-of-funnel analytics,
ensuring data quality and consistency.
Enable reporting across the marketing funnel.
Improve
A/B testing infrastructure
, making it easy for teams to run experiments, track results, and iterate quickly.
Partner with full stack engineers to integrate backend services into frontend experiences, ensuring reliability, observability, and performance.
Improve our infrastructure using
Terraform, AWS, and CI/CD pipelines
, focusing on developer productivity, testability, and system health.
Contribute to strategic technical direction for Team Web — identifying opportunities to improve code quality, reduce tech debt, and scale our systems.
Coach and mentor other engineers — sharing best practices around service architecture, observability, and data engineering.
What skills do I need?
10+ years of software engineering experience
, with a strong emphasis on
analytics and infrastructure work
.
Proven ability to design, build, and maintain
scalable APIs, services, and data systems
in a production environment.
Familiarity with
data pipeline technologies
, streaming/batch processing, and event instrumentation best practices.
Strong grasp of
CI/CD, observability, and system reliability
practices in web-scale environments.
Experience with
Vercel
,
cloud infrastructure (AWS)
and
Infrastructure as Code
(e.g., Terraform).
Comfortable with
frontend architecture and tooling
, while this is not a UI-heavy role, we value full stack awareness.
Excellent collaboration and communication skills — especially when working with cross-functional teams like marketing, analytics, and data science.
A mentorship mindset — helping level up engineers across disciplines and fostering a strong engineering culture.
Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience).
Benefits
Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you're cycling, we've got you covered on the Cycle-to-Work Scheme.
With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed.
EEO and Company Policy
Intercom values diversity and is committed to a policy of Equal Employment Opportunity.
Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
Intercom has a hybrid working policy.
We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home.
We expect employees to be in the office at least three days per week.
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