Engineering Manager • Lead

Who you are

You have a proven track record of leading engineering teams, with at least 5 years of experience in a managerial role. Your leadership style fosters collaboration and innovation, enabling your team to thrive in a fast-paced environment. You understand the importance of building a strong team culture and are committed to mentoring and developing your engineers.

Your technical background allows you to engage deeply with your team, providing guidance on best practices and architectural decisions. You are comfortable navigating complex technical discussions and can translate business needs into actionable engineering goals. You have experience in customer service technologies and understand how to leverage AI to enhance user experiences.

You are passionate about customer service and believe in the transformative power of technology to improve customer interactions. You are driven by results and have a keen eye for metrics that measure success in customer satisfaction and operational efficiency. You thrive in environments that challenge you to push boundaries and innovate.

Desirable

Experience with AI technologies and customer service platforms is a plus. Familiarity with agile methodologies and project management tools will help you lead your team effectively. You are open to feedback and continuously seek ways to improve both your leadership skills and the performance of your team.

What you'll do

As the Engineering Manager for the Support Platform at Intercom, you will lead a team of engineers dedicated to building cutting-edge customer service solutions. You will be responsible for setting the technical direction of your team, ensuring that projects align with the company's mission to deliver exceptional customer experiences. You will work closely with product managers and designers to define project scopes and timelines, ensuring that your team has the resources they need to succeed.

You will conduct regular one-on-ones with your team members to provide feedback, support their professional development, and address any challenges they may face. You will foster a culture of collaboration and innovation, encouraging your team to share ideas and experiment with new technologies. You will also be involved in the hiring process, helping to identify and recruit top talent to join your team.

Your role will require you to stay updated on industry trends and emerging technologies, ensuring that Intercom remains at the forefront of customer service innovation. You will analyze performance metrics to assess the effectiveness of your team's work and make data-driven decisions to improve processes and outcomes.

What we offer

Intercom offers a dynamic work environment where you can make a significant impact as part of a growing team in Berlin. You will have the opportunity to work with some of the brightest minds in the industry and contribute to the development of groundbreaking customer service solutions. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to redefine customer service and create exceptional experiences for businesses and their customers.