Senior Engineering Manager Infra Platform

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

Lead the team that powers every product at Intercom building the platform that makes our software possible.

Intercoms Infra-Platform team provides the platform to build and operate Intercoms core services. The mission is simple but powerful: prevention is better than cure. We build systems that make reliability observability and secure deployment the default path for every engineer.

Were looking for an experienced Engineering Manager to lead this high-performing high-autonomy team. This is a group of senior deeply-tenured engineers (the median tenure is five years!) who love their work and act as a critical force-multiplier for the entire R&D organization.

Discover our engineering culture at and explore our engineering values.

What will I be doing

• Lead and inspire a high-performing autonomous team of engineers working on scaling and optimizing Intercoms core infrastructure and supporting systems.
• Navigate complex scaling and infrastructure challenges guiding the team through strategic decisions on how we build and scale Intercoms core components.
• Collaborate closely with domain experts and other parts of R&D being trusted and sought for your deep domain expertise.
• Drive strategic initiatives and execute high-impact projects ensuring they are delivered reliably and efficiently.
• Use the best tools in the industry. We invest heavily in AI-powered tools that help R&D move faster eliminate friction and focus on solving meaningful problems.
• Foster a culture of agility and simplicity prioritising scalability and uptime while supporting continuous deployment and incremental improvements.
• Mentor and coach engineers and future leaders playing an active role in their hiring onboarding and career development.
• Adapt and thrive across various functions to ensure objectives are met often stepping well beyond traditional boundaries to drive results.

What skills do I need

We know lists like this can sound like hard requirements but theyre not. If you have most of the experience below and are excited by the scope of this role and experience in the area wed still love to hear from you. We can shape the position for the right person.

• Experience leading an infrastructure or platform team in a cloud environment ideally AWS with accountability for availability and costs.
• A track record of independently leading and delivering on complex initiatives often spanning multiple projects teams and quarters.
• Expert grasp of modern web and distributed systems. You can reason about reliability performance and failure modes then pick pragmatic solutions.
• Clear timely communication. You write crisp docs run effective incident reviews and present tradeoffs to technical and nontechnical partners.
• Comfort with data. You define metrics question outliers and use telemetry to guide decisions.
• Ability to learn quickly iterate unblock yourself and your team and persist until the right problem is solved.

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 we also offer Windows for certain roles when needed.

#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.