Staff Machine Learning Scientist
Staff Machine Learning Scientist
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Job Description
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 30000 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.
Whats the opportunity
Intercoms Machine Learning team 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 teams dedicated ML product 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.
What will I be doing
Play an active role in hiring mentoring and career development of other engineers
Raise the bar for technical standards performance reliability and operational excellence
Identify areas where ML can create value for our customers
Identify the right ML framing of product problems - Working with teammates and Product and Design stakeholders
Conduct exploratory data analysis and research - Deeply understand the problem area
Research and identify the right algorithms and tools - Being pragmatic but innovating right to the cutting-edge when needed
Perform offline evaluation to gather evidence an algorithm will work
Work with engineers to bring prototypes to production
Plan measure & socialize learnings to inform iteration
Partner deeply with the rest of team and others to build excellent ML products
What skills might I need
5-8 years applied ML experience
Previous background in a senior/staff role (data science software development or academic)
Significant demonstrated impact that your work has had on the product and/or the teams
Strong programming skills
Experience as the primary technical leader for a team
Strong communication skills both within engineering teams and across disciplines.
Comfort with ambiguity
Typically have advanced education in ML or related field (e.g. MSc)
Scientific thinking skills
Bonus skills & attributes
Track record shipping ML products
PhD or other experience in a research environment
Deep experience in an applicable ML area - E.g. NLP Deep learning Bayesian methods Reinforcement learning clustering
Strong stats or math background
Visualization data skills SQL matplotlib etc.
Benefits
We are a well treated bunch with awesome benefits! If theres something important to you thats 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
Regular compensation reviews - we reward great work!
Peace of mind with life assurance as well as comprehensive health and dental insurance for you and your dependents
Open vacation policy and flexible holidays so you can take time off when you need it
Paid maternity leave as well as 6 weeks paternity leave for fathers to let you spend valuable time with your loved ones
If youre cycling weve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard but were happy to get you whatever equipment helps you get your job done
We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. Were committed to an inclusive and diverse Intercom! We do not discriminate based on gender ethnicity sexual orientation religion civil or family status age disability or race.
Policies
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.
Is this role not quite what youre looking for Join our Talent Community to stay connected with us.
Required Experience:
Staff IC
Employment Type
Full-Time
