Principal Engineer • Lead

Who you are

You are an experienced engineer with a strong background in software development, possessing a mastery of domain knowledge that allows you to lead within the R&D organization. You have a proven track record of driving key strategic projects and are comfortable working autonomously while being accountable for strategic execution. Your experience spans both back-end and front-end systems, and you thrive in collaborative environments where you work closely with designers, product managers, researchers, and data analysts. You are passionate about coaching and mentoring other engineers, helping them grow in their careers while fostering a culture of technical excellence.

You have a deep understanding of software engineering principles and practices, and you are skilled in various programming languages, including Java, JavaScript, and Python. Your technical expertise enables you to assess project requirements effectively and provide valuable insights into project execution. You are adept at navigating complex technical challenges and enjoy the process of problem-solving in a team setting. You are committed to delivering high-quality solutions that enhance customer experiences and drive business success.

Desirable

Experience with AI technologies and customer service solutions is a plus, as you will be working on projects that involve advanced customer service AI agents. Familiarity with cloud platforms and modern development practices will also be beneficial in this role. You are open to learning new technologies and methodologies, and you embrace opportunities for professional development.

What you'll do

As a Principal Engineer at Intercom, you will lead the definition and execution of key strategic initiatives within the engineering organization. You will be responsible for building both back-end and front-end systems, ensuring that they meet the high standards expected by our customers. You will collaborate closely with cross-functional teams, including designers, product managers, researchers, and data analysts, to create innovative solutions that enhance customer experiences.

You will take ownership of strategic projects, guiding them from conception through to execution. Your role will involve assessing project requirements, providing technical guidance, and ensuring that projects are delivered on time and to specification. You will also be responsible for mentoring and coaching other engineers, helping them develop their skills and advance their careers.

In addition to your technical responsibilities, you will partner closely with Group Engineering Managers to shape the technical strategy and leadership within the organization. You will contribute to the development of best practices and processes that enhance the efficiency and effectiveness of the engineering team. Your leadership will play a crucial role in fostering a culture of collaboration, innovation, and continuous improvement.

What we offer

At Intercom, we are committed to creating an inclusive and supportive work environment where all employees can thrive. We offer competitive compensation packages, opportunities for professional development, and a culture that values diversity and inclusion. You will have the chance to work on cutting-edge technologies and contribute to projects that have a meaningful impact on customer experiences. Join us in our mission to transform customer service and help businesses deliver incredible experiences to their customers.