Senior Product Engineer

Overview

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin lets businesses deliver always-on, impeccable customer service and transform customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, which provides AI-enhanced support for complex or high-touch queries that require a human agent. Since 2011, Intercom has supported nearly 30,000 global businesses and aims to push boundaries, build with speed and intensity, and deliver incredible value to customers.

What will I be doing?

- Build the systems that power Intercom’s flagship AI products. This usually means working in our ML Python tech stack, but at times also working across the product on our Rails app.
- Work alongside ML engineers and ML Scientists to bring proof-of-concept code to production; ensure it’s robust and scalable for real-world use.
- Partner with ML engineers and ML scientists to build the underlying platform that helps shape the best AI-powered product experience for our customers.
- Contribute to all phases of software development including ideation, prototyping, implementation and testing.
- Play an active role in the hiring, mentoring, and career development of other engineers.
- Raise the bar for technical standards, performance, reliability, and operational excellence within the group and across Intercom.
- 5+ years of experience shipping high-quality products, preferably backend.
- You can demonstrate significant impact in the work that you have done.
- You take pride in having strong technical fundamentals; you love learning and are willing to work hard to invest in your development.
- Deep knowledge of a high-level programming language (e.g. Python, Ruby).
- Strong willingness to fight for good outcomes.
- Ability to deep dive into any part of the tech stack.
- Bias towards progress over perfection.
- Excited about progress in the AI space.
- 1+ year of experience building ML-powered products. You’ll be supported by, and learn from, teammates with deep ML experience.
- Built or used ML platforms before.
- Deep understanding of some distributed systems (e.g. databases, caches, queues, streams).

What you need to succeed

- Strong technical fundamentals and hands-on backend/development experience.
- Experience with ML systems or platforms is preferred.
- Experience shipping products and collaborating with ML engineers and data scientists.
- Ability to work across ML and product teams to deliver robust AI-powered features.

Benefits

- Competitive salary and equity in a fast-growing start-up
- Lunch every weekday, snacks, and a fully stocked kitchen
- Pension scheme & match up to 4%
- Health and dental insurance for you and dependents
- Flexible paid time off policy
- Paid maternity leave and 6 weeks paternity leave
- Cycle-to-Work Scheme with secure bike storage
- MacBooks are standard; Windows available for certain roles

Working at Intercom

Intercom has a hybrid working policy. We believe working in person helps us stay connected, collaborate, 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.

Intercom values diversity and is committed to Equal Employment Opportunity. Intercom will not discriminate on race, color, religion, national origin, sex, gender, age, disability, veteran status, or any other protected basis under applicable law.

Intercom maintains a radically open and accepting culture and focuses on doing incredible work to achieve our goals and uphold our core values.

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