Staff Product Engineer, AI

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?

We’re looking for Staff Product Engineers to join the AI Group to build Intercom’s AI‑powered products. Product Engineers working in ML work closely with both our ML Scientists and product teams. They must deeply understand our product, our customers, our ML tech stack and our broader product stack.

Our group is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.

We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated Engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.

We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting‑edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.

If you are an experienced product engineer who takes an analytical approach to development and has some hands‑on experience with ML systems, we'd love to hear from you

What will I be doing?

Product Engineers in the AI Group

Build the systems that power Intercom’s flagship AI products. This usually means working in our ML Python tech stack, but at times also means working across the product on our Rails app too.

Work alongside our ML Scientists bring proof‑of‑concept code to production; ensuring it’s robust and scalable for real‑world use.

Partner with product teams outside of our group, to shape the best AI‑powered product experience for our customers.

Contribute to all phases of software development including ideation, prototyping, and 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.

These are meant to be indicative, not hard requirements.

7+ years of experience shipping high‑quality products.

No ML experience required. We believe you can be highly effective immediately by bringing excellent software engineering skills, and learn ML as you work on the team.

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.

Strong willingness to fight for good outcomes

Bias towards progress over perfection

BSc in Computer Science, Maths or Statistics or related discipline

Previous experience in data analytics, or statistical role

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.

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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