Staff Frontend Platform Engineer

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?

As a Staff Frontend Engineer on our Frontend Platform team at Intercom, you’ll be responsible for defining and evolving the foundations of how Intercom builds user interfaces. Our mission is to make it faster, safer, and easier for product teams to build, iterate, and ship high‑quality products at scale.

We’re modernizing our frontend stack with React, and this is your chance to set the standard, establishing patterns, mentoring engineers, and pushing for the design and architectural decisions that will shape Intercom’s frontend for years to come.

You’ll solve highly complex problems that span the whole product development org, and ensure our frontend systems, frameworks, and practices scale with the business. You’ll drive technical direction, influence cross‑functional strategy, and act as both a force multiplier and an expert executor, depending on the problem at hand.

This is an opportunity to lead at the intersection of architecture, developer experience, and product enablement, while raising the bar for engineering across Intercom.

This role is ideal for engineers who thrive at the intersection of technical depth, product impact, and leadership, and who want to raise the bar for the entire engineering organization. This role focuses on building and evolving the frontend platform, not on day‑to‑day feature development. If your experience and interests are mainly in developing product features, this may not be the right fit, but if you’re excited by shaping architecture, tooling, and developer experience at scale, you’ll thrive here.

What will I be doing?

As a staff engineer, you will:

- Lead and deliver on the most complex and ambiguous projects, reducing risks early and ensuring execution quality.

- Set direction for our frontend React ecosystem and advocate for best practices across the company.

- Mentor and grow engineers at all levels, creating leverage through coaching, durable knowledge sharing, and role modelling the bar for technical excellence.

- Shape the culture of frontend at Intercom, championing quality, customer empathy, and long‑term velocity while balancing product delivery.

- Partner with engineering and product leadership to align technical investments with business priorities, influencing roadmaps and shaping strategic trade‑offs.

What skills do I need?

- 8+ years of professional experience building high‑quality web applications, including impact at scale.

- Strong foundation in web fundamentals (HTML, CSS, performance, accessibility) and the ability to teach and advocate for them.

- Strong track record of enabling other engineers or product teams, through frameworks, tooling, or architectural decisions.

- Experience leading initiatives, shaping technical strategy, and driving alignment across multiple stakeholders.

- Proven ability to deliver on ambiguous, high‑stakes projects, balancing speed, quality, and long‑term maintainability.

- A product mindset: you understand the importance of velocity, usability, and customer impact when making engineering decisions.

Benefits

We are a well treated bunch, with awesome benefits If there’s something important to you that’s not on this list, talk to us

- 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.

#LI‑Hybrid

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.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non‑work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

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.

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