Engineering Manager • Senior

Who you are

You have 5+ years of experience in engineering management, particularly in AI or machine learning environments — you've successfully led teams in building and maintaining complex systems that enhance customer experiences. Your hands-on approach means you are comfortable diving into the codebase alongside your team, ensuring you remain connected to the technical challenges they face.

You possess a deep understanding of AI technologies and their applications in customer service — your expertise allows you to guide your team in developing innovative solutions that leverage AI to improve service delivery. You are skilled in fostering a collaborative team culture, encouraging open communication and knowledge sharing among engineers and scientists.

Your leadership style is characterized by a focus on mentorship and professional development — you take pride in helping your team members grow their skills and advance their careers. You understand the importance of balancing technical leadership with strategic decision-making, ensuring that your team is aligned with the company's mission and goals.

You are adept at managing multiple projects simultaneously, prioritizing tasks effectively to meet deadlines while maintaining high-quality standards. Your experience in working with cross-functional teams enables you to collaborate effectively with product managers, designers, and other stakeholders to deliver exceptional AI products.

Desirable

Experience with cloud infrastructure and tools is a plus — familiarity with platforms like AWS or Azure can enhance your team's capabilities in deploying AI solutions at scale. A background in customer service technology or SaaS products will help you understand the unique challenges faced by businesses in this space.

What you'll do

As the Senior Engineering Manager for the AI Core Platform team, you will lead a group of 4-6 engineers focused on building the foundational infrastructure that powers Intercom's AI products. Your role will involve hands-on coding, allowing you to stay engaged with the technical aspects of the projects while guiding your team through complex challenges.

You will oversee the development of developer tooling and inference infrastructure, ensuring that the systems are reliable and performant in production. Your leadership will be crucial in maintaining the stability of the AI agent Fin, which is central to Intercom's customer service offerings.

You will work closely with data scientists and engineers to implement best practices in AI development, fostering an environment of innovation and continuous improvement. Your strategic insights will help shape the direction of the AI platform, aligning it with the company's vision for transforming customer experiences.

You will also be responsible for conducting regular performance reviews and providing constructive feedback to your team members, helping them to identify areas for growth and development. Your ability to communicate effectively with both technical and non-technical stakeholders will be essential in ensuring that everyone is aligned on project goals and timelines.

What we offer

Intercom offers a dynamic work environment where you can make a significant impact on the future of customer service technology. You will have the opportunity to work with cutting-edge AI solutions and collaborate with a talented team of professionals who are passionate about delivering exceptional customer experiences. We encourage you to apply even if your experience doesn't match every requirement — your unique perspective could be just what we need to drive innovation forward.