Senior Engineer, Infrastructure 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

Intercom is the AI Customer Agent company and our platform is what makes shipping that innovation possible. At Intercom shipping is our heartbeat and product teams shouldnt have to worry about infrastructureit should just work.

We are hiring a Senior Engineer for the Infra-Platform team part of our broader Infraservices Group. Our teams mission is simple but powerful: prevention is better than cure. We provide the tooling and platforms that make reliability observability secure deployment and velocity the default path for every engineer. We make it incredibly easy to do the right thing and appropriately hard to do the wrong thing.

You will be joining a high-performing high-autonomy team of deeply tenured engineers (our median tenure is five years!) who hold a high bar for execution and collaborative problem-solving. As a Senior Engineer you will be a critical force-multiplier for the entire R&D organization. You wont just keep the lights on; you will drive generational changes in our architecture automate away toil and eradicate manual work so our product teams can focus entirely on delivering customer value.

Learn how we ship 250 versions of Intercom per day discover our engineering culture at and explore our engineering values.

What youll do

• Automate everything: Eradicate manual repetitive and unscalable work. You will view infrastructure challenges as software problems building automation and tooling that accelerates R&D.
• Drive architectural evolution: Plan design and execute generational changes to Intercoms core infrastructure. You will navigate complex scaling challenges and build elasticity into our systems.
• Deliver operational excellence: Own the reliability of our core services. You will respond to operational events dig deep to understand why they happened and engineer permanent preventative solutions.
• Be full stack: When there is an issue you dont stop at the infrastructure layer. You dive deep into our application code to trace problems out to the edge and fix customer-facing issues.
• Force-multiply through enablement: Abstract away shared concerns like security compute availability and costs so product engineers dont have to think about them. Youll scale your expertise through exceptional easy-to-use agent skills documentation and reliable defaults.
• Raise the bar: Hold yourself and your teammates accountable with deep empathy. Share your domain expertise review code quickly unblock your peers and foster a culture of continuous learning and support.
• Ship production-grade systems: Independently lead complex initiatives owning the design implementation testing and operational runbooks for high-impact infrastructure projects.

What skills do I need

We dont expect perfection. If you have most of this and youre excited we want to hear from you. We can shape the position for the right person.

• Cloud infrastructure expertise: Multiple years designing building and operating high-scale distributed systems and platforms in a cloud environment (ideally AWS) with accountability for availability performance and costs.
• Engineering rigor: Deep knowledge of modern programming languages with infrastructure-as-code as a nice to have. You have a track record of treating infrastructure as a software engineering discipline.
• Operational obsession: Expert grasp of reliability performance and failure modes. You define metrics question outliers and rely on telemetry to guide your decisions. You treat uptime as a feature and take immense pride in the resilience of your systems.
• Developer empathy: You obsess over making things just work for your internal customers. You understand the pain points of product developers and know how to eliminate their friction.
• Execution and ownership: A proven track record of independently driving complex cross-team technical initiatives from conception to production often spanning multiple quarters.
• Clear timely communication: You write crisp technical docs run blameless incident reviews present trade-offs clearly to technical and non-technical partners and thrive in an asynchronous fast moving and highly collaborative environment.

Why join us

Youll be the engine that powers every product at Intercom. Joining a deeply tenured highly skilled and empathetic team means youll have the autonomy to make company-wide changes while doing the best work of your career. We prioritize continuous learning and collaborative problem-solving while tackling massive scaling challenges together and we have a lot of fun doing it.

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.