Principal Engineer Team Web

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 websites including and are strategic growth levers for the company powering storytelling brand experimentation and product discovery. As our Principal Engineer you will shape the technical direction and architectural evolution of our web platform and systems.

Youll act as the technical leader across our marketing and growth web surfaces. This is a cross-functional engineering leadership role partnering with marketing analytics design data science and engineering teams to ensure our web stack is modern performant measurable and delightful to build on.

Youll operate with a high degree of autonomy and will be accountable for setting the long-term technical strategy for the team and executing against it.

What will I be doing

As a senior technical leader you will:

• Own and evolve the architecture of Intercoms web stack.
• Define the long-term technical strategy for the web team focusing on scalability performance developer productivity observability and system reliability.
• Collaborate closely with marketing design analytics and data science stakeholders to ensure the platform supports their goals with accuracy performance and agility.
• Lead and influence the design and implementation of MarTech systems for event tracking attribution funnel reporting A/B testing infrastructure and more.
• Partner with engineers across web infrastructure and data to create a high-quality cohesive technical ecosystem.
• Mentor and elevate engineers across the team and organisation providing guidance on architecture data modeling system design and engineering best practices.
• Set the standard for technical excellence in reliability maintainability code quality and operational readiness.
• Provide technical leadership and insight to Engineering Managers Product Managers and executive stakeholders communicating risks trade-offs and opportunities clearly.
• Contribute hands-on to the codebase leading by example and helping unblock and accelerate key projects.
  
  

What skills do I need

Were looking for someone who brings deep technical expertise cross-functional leadership and strong domain knowledge in web systems. You should have:

• 12 years of software engineering experience.
• Experience in a high-scale growth-focused web environment.
• A track record of technical leadership and influencing technical direction across multiple teams or departments.
• Deep familiarity with modern web stacks and infrastructure.
• Strong understanding of data infrastructure including event instrumentation and analytics tooling.
• Comfortable working in and supporting full-stack codebases even if this role is not UI-heavy a solid frontend architecture awareness is valued.
• Experience operating in continuous delivery environments with an emphasis on incremental high-quality shipping.
• Exceptional communication skills and a history of collaborating with cross-functional teams (product marketing analytics design etc.)
• A mentorship mindset proven ability to raise the bar for engineering excellence across a team or organization.

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!
• 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 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

#LI-Hybrid

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.

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