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. Founded in 2011 and trusted by nearly 30,000 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. You will be the Engineering leader for our Monetisation, Growth, and Website platforms - three critical areas that fuel Intercom’s business model and our customer acquisition engine. This is an opportunity to partner closely with Product, Finance, Marketing, and Sales leadership to shape how we package, sell, and deliver our product to customers around the world. You will lead teams across billing, pricing and packaging, quoting, and order management systems; growth and self-serve experiences; and our website platform, which is our most lucrative acquisition channel. This is a highly strategic leadership role where you will influence both how customers buy and experience Intercom, and how we grow as a business. Responsibilities Leading multiple talented Engineering Managers and their teams across Monetisation, Growth, and Website platforms Coaching, mentoring, and influencing some of the most exceptional engineers and managers in the industry Driving operational excellence, quality, stability, and security across billing, quoting, seat management, paywalls, and order management systems Scaling our ability to serve enterprise customers with usage-based and flexible pricing models Partnering with Finance, Marketing, and Sales to build systems that support a meaningful ARR split between self-serve and sales-led motions Accelerating our speed to market with new pricing and packaging changes Owning the quality and performance of key self-serve flows - trial, checkout, purchase, and activation - to drive commercial outcomes Modernising and evolving our website engineering team and platform to power our brand, content publishing, CRO, SEO/AEO, and marketing performance efforts Building, scaling, and inspiring high-performing teams across distributed time zones (US West Coast, GMT, and beyond) Reinforcing and helping evolve our culture of high performance, collaboration, and innovation Requirements 10+ years’ experience leading engineering teams at scale in high-growth SaaS environments A strong background in billing, pricing and packaging (PnP), quote-to-cash systems, and related reporting infrastructure Experience with self-serve growth systems including paywalls, checkout flows, and optimisation, as well as sales-led order management with Salesforce (SFDC) Proven track record of building, scaling, and leading high-performing engineering organisations across multiple geographies and time zones A history of partnering effectively with Product, Finance, Marketing, and Sales leadership to deliver strategic outcomes Strong technical judgment and organisational leadership, with the ability to balance stability, quality, and speed of execution Excellent people leadership skills - coaching, mentoring, and inspiring teams to deliver the best work of their careers Bonus skills & attributes Experience modernising website engineering platforms for both brand and performance marketing impact A lateral thinker who balances individual and organisational priorities for the greater good Opinionated and principled, but humble, honest, and self-aware - you know your strengths and weaknesses and optimise for them Organisational-level change agent with a track record of improving how teams work at scale Success Metrics Improved quality, stability, and performance of our monetisation platform Meaningfully increased speed to market with new pricing and packaging changes Evolved systems that support enterprise-grade usage-based pricing Significantly improved commercial performance across self-serve growth flows A modernised, high-performing website engineering team and platform that supports both brand marketing and performance marketing needs Location & travel: This role is based between Dublin, Ireland, and San Francisco, California. Semi-frequent travel to the US West Coast, Dublin, and London is required. Benefits 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 you’re cycling, we’ve 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. 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. #J-18808-Ljbffr
Join to apply for the Principal Engineer role at Intercom Join to apply for the Principal Engineer role at Intercom Get AI-powered advice on this job and more exclusive features. 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 30,000 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. What's the opportunity? Principal Engineers at Intercom have the opportunity to lead the definition and execution of key strategic initiatives. You will work autonomously and be accountable for strategic execution in part of the engineering organization. You will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts. You will coach and mentor other engineers and partner closely with the Group Engineering Managers on technical strategy and leadership. Learn more about our engineering culture at intercom.engineering What will I be doing? As An Experienced Engineer You Will Have a mastery of domain knowledge and work as a leader within the R&D org to drive key strategic projects. Provide assessments of project progress, risks and challenges to engineering leadership to help guide resource allocation and prioritisation. Contribute to our technical architecture as we grow. We scale to service requests from all our customers’ customers. We’re growing and so are they. Care about agility as much you care for scalability and availability. Continuous deployment keeps us focused on incremental releases. Even our biggest technical achievements roll out piece by piece, feature flagged out of sight. Contribute to all phases of software development including ideation, prototyping, design and implementation. This role has a mix of both hands-on development as well as lead/architecture work. Play an active role in hiring, mentoring and career development of other engineers Raise the bar for technical standards, performance, reliability, and operational excellence What skills do I need? Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created Significant, demonstrated impact that your work has had on the product and/or the teams Deep knowledge of a high-level programming language (for example, Ruby, Python, Perl etc.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working) You will have experience with Distributed systems 2+ years of experience as the primary technical leader for a team Experience collaborating directly with technical leaders, product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams and have a strong sense of product strategy. Benefits We are a well treated bunch, with awesome benefits! If there’s something important to you that’s 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 you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done 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. Is this role not quite what you're looking for? Join our Talent Community to stay connected with us. Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Engineering and Information Technology Industries Technology, Information and Internet Referrals increase your chances of interviewing at Intercom by 2x Sign in to set job alerts for “Principal Engineer” roles. 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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 30,000 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. What will I be doing? Be responsible for a significant product area or leading an important project. Deeply understand the customer problems you’re tackling through research, data, and direct customer interactions — then frame those problems clearly for your team. Manage the roadmap; defining what should be built, when and why - and communicate it to generate alignment and excitement. Collaborate with engineers and designers to imagine, build, and ship solutions, from bold future visions to small, focused iterations. Leverage AI to increase your own efficiency, accelerate product development, and multiply your team’s impact. Evaluate impact through quantitative and qualitative measures, both in beta and after full release. Own and maintain the quality of your product area, ensuring every release delivers world-class software. Collaborate with peers across the business to ensure we deliver products with clear GTM strategy and execution, getting hands on wherever necessary to ensure we deliver. Be a leader in your team or projects by role-modelling our company values and R&D principles. What skills do I need? There is no minimum years of experience for this role. We’re interested in your impact, drive, and potential. Instead of years, we’ll be looking for evidence that you’ve applied and grown these skills: Sharp Customer Focus & Problem Framing - able to independently understand, define and articulate complex customer problems and opportunities using data analysis and qualitative inputs. Compelling Roadmaps - define the roadmap of features, products or areas of focus for your given area, communicating what, when and why to generate excitement with customers and the team Excellent Product Judgment - skilled at balancing customer needs, business impact, and technical constraints to define, advocate for, and deliver the right product. Build World-Class Product - able to deeply collaborate with engineering and designers to quickly ship effective solutions. But, also able to independently accelerate the process leveraging AI. AI Tech - Able to understand AI systems and LLMs, assess feasibility and trade-offs, and make informed product decisions in close collaboration with engineering. Technical fluency - Comfortable engaging with engineers and customers on the modern tech stack — from APIs and SaaS infrastructure to low-code tooling and system architecture. Outcome Oriented - define, fight for and share progress against the customer and business impact of your product area or project. Leadership - Excellent communicator. High ownership. Ability to influence and drive alignment. Benefits 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 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 you’re cycling, we’ve 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. 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. 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. Intercom sponsors immigration for some roles; if you require sponsorship, please apply accordingly. #J-18808-Ljbffr
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 30,000 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. What’s the opportunity? You’ll have an exciting opportunity to influence the trajectory of Intercom’s overall business, partner with our Sales, Legal, GTM, and Finance teams, and take on an operating role with an exciting and fast‑growing company that aims to fundamentally change the way companies interact with their customers. As a Deal Desk manager, you will be responsible for overseeing the quote‑to‑order process and ensuring the smooth execution of some of our largest and most strategic opportunities. You will act as a key stakeholder to Sales, Legal, Finance, Accounting, and Business Systems, managing deal formation and flow, implementing policy, and driving sustainable growth while reducing sales cycle times. We’re looking for a proactive, independent thinker, with sound business acumen and excellent communication and collaboration skills. You are able to work in a structured manner to thrive in ambiguity and are not afraid to roll up your sleeves to dive into business challenges and create solutions to problems that have never been tackled before. This is a new position on the Deal Desk team and you will be responsible for assisting the development and implementation of best practices across the organization. What will I be doing? Support our Global Sales teams by providing deal desk guidance within the Sales Operations team and improving our day‑to‑day processes and systems Fostering best practices to increase sales effectiveness via structured deal reviews and checkpoints, supported by standard business practices and policies, and proper enablement around these Drive process and systems requirements (including CPQ) to implement best‑in‑class quote‑to‑order process; provide assistance is closing/managing deals in the systems Lead evaluation and review of all contracts for completeness, accuracy, and adherence to our policies Ensure approvals for non‑standard deals have been properly documented, escalated to the right approval levels, and resolved within reasonable timeframes Work independently on projects, and apply judgment in resolving issues or in making recommendations Develop strong collaborative relationships with key stakeholders in Sales, Legal, Finance, Accounting, and other key teams across the company Assisting on contract negotiations internally, including: deal structure, discounting guidance, order processing, etc. What skills do I need? 5‑7 years experience in Deal Desk or in a related function within SaaS or AI. Experience in dealing with complex, cross‑functional deal/contract management across Sales, Finance, Product and Legal. Understanding of quote‑to‑order process, knowledge of Salesforce CPQ is a plus. Strong structured problem‑solving skills along with ability to demonstrate practical judgment in complex situations. Able to work with a high degree of autonomy, and prioritize different requests. Strong communication skills, including experience effectively communicating with senior management. Willing to work in a highly demanding and results‑oriented team environment. Proficiency in Microsoft Excel and working knowledge of Salesforce. Bachelor’s degree. Bonus Skills & Attributes Background working in high‑growth, performance‑focused environments. Knowledge of software revenue recognition principles would be an advantage. AI fluency and passion for applying emerging technology in the day‑to‑day. Benefits 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. Open vacation policy and flexible holidays so you can take time off when you need it. Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones. If you’re cycling, we’ve got you covered on the Cycle‑to‑Work Scheme with secure bike storage. MacBooks are our standard, but we also offer Windows for certain roles when needed. 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. #J-18808-Ljbffr
A progressive technology company located in Dublin is seeking a Deal Desk Manager. The successful candidate will oversee the quote-to-order process, collaborate with sales and finance teams, and drive system improvements. We're looking for someone with 5-7 years of experience in a similar role, strong problem-solving skills, and proficiency in Salesforce. This role offers a competitive salary and equity in a fast-growing environment, alongside flexible working arrangements that support work-life balance. #J-18808-Ljbffr
A leading AI customer service company in Dublin is seeking a Director of Technical Recruiting to lead recruitment for their technical teams. You will align recruiting with business goals and shape a high-performing team dedicated to attracting top talent. The ideal candidate has extensive experience in technical recruiting and a passion for shaping the future of AI-driven customer service. This role offers a competitive salary and the flexibility of a hybrid work environment. #J-18808-Ljbffr
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 30,000 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. What's the opportunity? Intercom is taking big swings to reshape the customer service industry through our cutting edge, AI-powered platform. To help us achieve our mission, we are seeking a strategic and experienced Director of Technical Recruiting to lead and scale our efforts in attracting top technical talent across Machine Learning, Engineering, Product, Research & Design teams. In this role, you will partner closely with senior leadership across the R&D organization, guiding a team of recruiters to execute on aggressive hiring goals that will shape the future of Intercom’s technology and innovation. You will also be a key member of the People Leadership team, driving and collaborating on strategic initiatives to help shape the future of Intercom. What will I be doing? Strategic Talent Leadership Partner with R&D leadership to align recruiting with business goals and long term org plans Translate current and future hiring needs into clear, scalable recruiting strategies for AI and core engineering Provide regular insights and updates on pipeline health, risks, metrics, and progress toward hiring plans Build and Lead a High Performing Team Lead and develop a team of technical recruiting managers and recruiters Set high standards, provide mentorship, and elevate the team’s capability to hire exceptional talent across multiple technical domains Foster a culture of accountability, collaboration, and continuous improvement Strategic Talent Partnership Reduce low leverage operational work and increase strategic partnership with R&D leaders Ensure recruiters act as trusted advisors who understand team priorities, talent gaps, and long term growth needs Introduce scalable processes that allow the team to focus less on coordination and more on high value talent work Raise the bar on the quality of candidate assessment, stakeholder alignment, and hiring decision making Market and Talent Insights Stay ahead of trends in R&D and machine learning markets Advise leaders on talent availability, competitive pressures, and compensation expectations Use data and external signals to shape hiring plans and influence decision making Employer Brand and Talent Attraction Highlight Intercom’s R&D culture, AI innovation, and technical challenges Enable the team to attract top talent through storytelling, events, outreach, and strong representation of the Intercom brand What skills do I need? 8+ years of technical recruiting experience in a scaling software or technology environment 5+ years leading and developing senior recruiting talent, with exceptionally high standards Strong experience using recruiting data, metrics, and analytics to drive decisions Deep understanding of machine learning and engineering talent markets with a proven track record hiring in highly competitive environments Ability to influence and communicate effectively across technical and executive stakeholders Demonstrated experience building trust and partnering closely with senior leadership Creative problem solving, strong organisational skills, and comfort navigating ambiguity Passion for Intercom, understanding of our product, and excitement for our mission and growth We are a well treated bunch, with awesome benefits! If there’s something important to you that’s 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 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 you’re cycling, we’ve 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. 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 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. #J-18808-Ljbffr
Overview 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 30,000 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. What\'s the opportunity? You will be the Engineering leader for our Monetisation, Growth, and Website platforms - three critical areas that fuel Intercom’s business model and our customer acquisition engine. This is an opportunity to partner closely with Product, Finance, Marketing, and Sales leadership to shape how we package, sell, and deliver our product to customers around the world. You will lead teams across billing, pricing and packaging, quoting, and order management systems; growth and self-serve experiences; and our website platform, which is our most lucrative acquisition channel. This is a highly strategic leadership role where you will influence both how customers buy and experience Intercom, and how we grow as a business. You’ll work with a strong set of cross-functional partners, and you’ll be expected to define and execute on a multi-year vision that elevates Intercom’s ability to serve both our self-serve and enterprise customers at scale. What will I be doing? Leading multiple talented Engineering Managers and their teams across Monetisation, Growth, and Website platforms Coaching, mentoring, and influencing some of the most exceptional engineers and managers in the industry Driving operational excellence, quality, stability, and security across billing, quoting, seat management, paywalls, and order management systems Scaling our ability to serve enterprise customers with usage-based and flexible pricing models Partnering with Finance, Marketing, and Sales to build systems that support a meaningful ARR split between self-serve and sales-led motions Accelerating our speed to market with new pricing and packaging changes Owning the quality and performance of key self-serve flows - trial, checkout, purchase, and activation - to drive commercial outcomes Modernising and evolving our website engineering team and platform to power our brand, content publishing, CRO, SEO/AEO, and marketing performance efforts Building, scaling, and inspiring high-performing teams across distributed time zones (US West Coast, GMT, and beyond) Reinforcing and helping evolve our culture of high performance, collaboration, and innovation What skills do I need? 10+ years’ experience leading engineering teams at scale in high-growth SaaS environments A strong background in billing, pricing and packaging (PnP), quote-to-cash systems, and related reporting infrastructure Experience with self-serve growth systems including paywalls, checkout flows, and optimisation, as well as sales-led order management with Salesforce (SFDC) Proven track record of building, scaling, and leading high-performing engineering organisations across multiple geographies and time zones A history of partnering effectively with Product, Finance, Marketing, and Sales leadership to deliver strategic outcomes Strong technical judgment and organisational leadership, with the ability to balance stability, quality, and speed of execution Excellent people leadership skills - coaching, mentoring, and inspiring teams to deliver the best work of their careers Experience modernising website engineering platforms for both brand and performance marketing impact A lateral thinker who balances individual and organisational priorities for the greater good Opinionated and principled, but humble, honest, and self-aware - you know your strengths and weaknesses and optimise for them Organisational-level change agent with a track record of improving how teams work at scale In 18 months, success will look like: Improved quality, stability, and performance of our monetisation platform Meaningfully increased speed to market with new pricing and packaging changes Evolved systems that support enterprise-grade usage-based pricing Significantly improved commercial performance across self-serve growth flows A modernised, high-performing website engineering team and platform that supports both brand marketing and performance marketing needs Location & travel This role is based between Dublin, Ireland, and San Francisco, California. Semi-frequent travel to the US West Coast, Dublin, and London is required. We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! Benefits 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 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 you’re cycling, we’ve 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. Note for US locations: A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code. 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. 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. We are not providing extraneous application-form content in this refined description. #J-18808-Ljbffr
Senior Product Engineer - API & Integrations Dublin, Ireland 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 30,000 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. What's the opportunity? At Intercom, you will be a product engineer - someone who solves real customer problems through a smart and efficient application of your technical knowledge and your tools. You’ll be part of one of our multidisciplinary product teams, where you will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts. We’re facing many exciting scaling challenges and we’re building a robust platform where your expertise can be applied to areas such as building a beautiful messenger composer, rule matching, deliverability, security, app availability and machine learning, to name a few. We are looking for a Senior Engineer to join the team that builds and maintains a wide range of APIs and core services that support customer data management and integrations. We empower our customers and developers to move their data to best leverage our AI Agent, including Intercom’s MCP functionality. Our team also manages strategic integrations with apps like Salesforce, Stripe, Shopify, and others, ensuring seamless data synchronization across external systems. What will I be doing? Contribute to all phases of software development including ideation, prototyping, design and implementation. Collaborate with Product, Design, and Partnerships teams to ensure our data services meet business needs and provide a great developer experience. Design, develop, and maintain Intercom’s APIs, making sure they are feature rich, performant, robust, and well documented. Build and enhance our strategic integrations with apps like Salesforce, Stripe, and Shopify. Implement systems to monitor what we have built, to detect and surface both bottlenecks and problems with queues, workers and data quality issues. As a senior engineer, you will lead complex team level projects from ambiguous customer problems to delivered technical solutions Play an active role in the hiring, mentoring, and career development of other engineers. Raise the bar for technical standards, performance, reliability, and operational excellence across Intercom. What skills do I need? 5+ years industry experience in a software engineering role. You can demonstrate significant impact that your work has had on the product and/or the team. Proficient with standard software engineering methodologies, e.g. unit testing, object-oriented design, data structures, code reviews, design documentation, and utilising observability tooling. Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams Understanding of modern web apps and distributed systems, along with an ability to articulate technical challenges and solutions. Ability to learn quickly, iterate, unblock yourself, and persist until the right problem is solved. Experience modeling data to solve problems in elegant and efficient ways Experience with creating and consuming APIs and API documentation. Some hands-on cloud provider experience (preferably AWS). Strong problem-solving skills and a collaborative mindset. Experience as a technical lead for team level projects We are a well treated bunch, with awesome benefits! If there’s something important to you that’s 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 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 you’re cycling, we’ve 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 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. 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. Interested in building your career at Intercom? Get future opportunities sent straight to your email. We work under a hybrid in-office model. Are you willing to work from our office location 3 days per week? * #J-18808-Ljbffr
A leading customer service company is seeking a Workplace Experience Site Lead to oversee daily operations in their Dublin office. This role includes managing workplace associates, creating engaging employee experiences, and executing projects that enhance the office culture. The ideal candidate has significant experience in workplace management and a strong ability to lead and develop teams. The company values a diverse workplace and offers hybrid working policies with flexibility and a commitment to employee well-being. #J-18808-Ljbffr
