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. Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent, Fin, is transforming customer service for nearly 30,000 global businesses. But we believe the same kind of AI transformation should power our internal engineering org too—helping every Intercom engineer do their best work, faster and with less friction. What’s the opportunity? We’re hiring an AI Platform Engineer for our Builder Tools - AI Enablement Team. This is a unique chance to help turn Intercom’s entire software engineering organization into an AI-first engineering org. You’ll work across our codebases, developer environments, and internal tooling to develop and enable widespread and effective AI tooling adoption. Our goal: eliminate toil, reduce drag, and boost productivity for every engineer at Intercom - making AI a trustworthy, everyday accelerant, not just a shiny add-on. This is not a “research” or “strategy” team . You’ll ship tangible solutions that work, prove value, and scale what helps. You’ll focus on developer enablement: operationalizing AI for real-world engineering effectiveness. What will I be doing? AI-Driven Automation: Build and evolve automation agents that handle routine, high-volume maintenance work (like stale feature flag cleanup, dead code removal, exception fixing) with human-in-the-loop review. Prioritize, prototype, and iterate on automation that truly saves engineers time. AI-First Developer Experience: Make AI-powered tools (IDEs, agents, automations) the default in our development environments - for everyone from engineers to PMs and designers. Ship fully-configured environments, automate setup, and gather feedback to continuously improve usability and trust. AI-Optimized Codebases: Help make our codebases more navigable and “AI-friendly” - from deep refactoring, restructuring and documenting code to implementing standards that boost agent accuracy and code suggestion quality. Work directly with repo owners to trial improvements, audit for high-friction patterns, and feed domain context into tools. Engineering Enablement & Culture Shift: Drive a continuous feedback and learning loop: track adoption and impact of AI tooling, amplify best practices, and help foster a culture where AI is used confidently and effectively. Partner with engineering leaders and internal “AI champions” to support teams and celebrate wins. Empower AI Engineering: Focus on reducing friction and building confidence in AI adoption - never pushing tools for their own sake. You’ll help engineers want to use AI because it works and saves them time. What skills do I need? Proven engineering track record: Multiple years building, supporting, or enabling high-performing engineering teams, ideally in a SaaS or platform context. Experience introducing new tools or workflows that actually got adopted and made a difference. AI toolchain familiarity: Hands-on experience with (or deep curiosity about) modern AI-powered developer tools - AI code assistants, agents, prompt engineering, or similar. Developer experience focus: You care about dev velocity, automation, and removing friction. You’ve built, shipped, or managed things like code quality tools, CI/CD, dev environment automation, or internal documentation. Enabler and communicator: You’ve enabled others - engineering or non-engineering contributors - to be more effective. You enjoy mentoring, sharing best practices, and building bridges across teams. You can articulate technical challenges and solutions, and you listen before acting. Bias to action, pragmatic: You move fast, iterate, unblock yourself, and aren’t afraid to buy over build, or sunset what isn’t working. You care about outcomes , not just outputs. What will success look like? AI tools installed and trusted by default for all engineers and non-engineers. Local dev experience supports rapid onboarding and cross-functional collaboration. Tangible reduction in engineering toil and repetitive work Clear, widely-adopted standards for “AI-friendly” codebases. Culture of AI adoption: confident usage, continuous learning, and shared best practices across teams. You’ll be at the heart of Intercom’s shift to AI-first engineering - giving engineers superpowers, shipping solutions that get real traction, and building a foundation for world-class developer productivity. You'll work alongside kind, driven colleagues, and have the autonomy to make a company-wide impact. 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 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 two 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. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Are you authorised to work in the country in which this role is located?(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) * Select... Current Location * Select... NOTE for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code. Are you willing to relocate? * Select... Current or most recent company? * Have you previously worked for Intercom? * Select... LinkedIn Profile Website How did you hear about this job? What excites you most about this opportunity? Which Intercom value resonates most with you and why? (Our values can be found on our Careers Page) We work under a hybrid in-office model. Are you willing to work from our office location 2 days per week? * Select... Please email me about future job openings * Select... #J-18808-Ljbffr
About Intercom: At Intercom, we are building the leading AI for customer service. As we continue to push the boundaries of what’s possible, we are offering a 6-month Machine Learning Research Fellowship to individuals passionate about joining or advancing the field of AI, and applying cutting-edge research to real-world applications. What's the opportunity? This fellowship provides a unique opportunity for high potential individuals to conduct or begin work on AI research. Applicants will generally be a PhD student, postdoctoral researcher, or industry professional passionate about working on cutting-edge AI research projects. We are open to high potential individuals who are attempting to transfer into AI from other disciplines - e.g. candidates with relevant mathematical or technical skills but without much experience in AI. Fellows will work towards building and improving their understanding of modern AI through project work, on risky and uncertain AI projects. You may also contribute to the broader AI research community through publications and presentations. What will I be doing? Conduct advanced research in Natural Language Processing (NLP), deep learning, reinforcement learning, and recommendation systems relevant to customer service and communication. Develop and prototype machine learning models that enhance AI-driven customer interactions. Contribute to academic research through publications in top-tier conferences and journals. Explore emerging AI research areas and develop long-term strategies to advance the use of AI in customer service. Participate in external collaborations with researchers, universities, and technical institutions. Potential Projects Replicate the work of Deepseek r1-zero to attempt to use reinforcement learning to train models for better instruction following Follow and build on the work of Anthropic on Scaling Monosemanticity to attempt to learn how to steer and control models Follow and build on the work of the Llama3 paper to investigate training new Capabilities into existing open source models Experiment with altering model personality in a way that could be useful in Customer Support Investigate fine-tuning smaller models with SFT to use for specific use cases Create benchmarks for agents that need to take actions reliably Evaluate building systems that use computer-use models to drive web browsers and integrate with legacy business systems Who You Are: Typically currently pursuing or have completed a PhD in Computer Science, Machine Learning, AI, or a related field, or possess equivalent industry research experience. We will also consider applicants from other quantitative fields, such as physics, maths, statistics etc with relevant experience. Or those who can otherwise demonstrate outlier technical or quantitative talent. What skills do I need? Experience bridging academic research and industry applications. Previous contributions to open-source AI research. Strong background in deep learning, reinforcement learning, NLP, or unsupervised learning. Hands-on experience with machine learning frameworks such as TensorFlow, PyTorch, or JAX. Proficient in Python and familiar with data processing techniques for large-scale datasets. A strong research publication record in machine learning, AI, or NLP (NeurIPS, ICML, ACL, etc.). Excellent communication skills, with the ability to convey complex research to technical and non-technical audiences. Why Join Intercom’s Fellowship Program? Work on high-impact projects that shape the future of AI in customer service. Gain hands-on industry experience while maintaining strong research connections. Collaborate with a diverse and talented team of ML engineers, researchers, and product teams. Access mentorship from senior AI/ML experts. Flexible working environment with the potential to publish and showcase research. Application Process To apply, please submit the following: CV highlighting your research experience and relevant publications. Cover letter outlining your research interests, motivation for applying, and how your skills align with the goals of the fellowship. A brief research proposal (optional but encouraged) that describes your vision for the future of AI in customer service and outlines the specific research questions you would pursue during your fellowship. #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? We’re looking for a Technology Partner Manager to join Intercom’s high-impact Partnerships team. In this quota-carrying role, you’ll be responsible for building, managing, and growing relationships with technology partners—unlocking new revenue streams through co-selling and delivering powerful joint solutions to our customers. This role is based in our Dublin office and supports a global remit, including frequent collaboration with our EMEA partners and GTM teams. You’ll have the opportunity to shape how Intercom partners with world-class platforms and build the connective tissue that drives customer adoption and company growth. Our Partnerships team is on a mission to make Intercom the most extensible and partner-friendly AI customer service platform in the world. We believe in creating integrations and partnerships that solve real customer problems, amplify our product strategy, and open up new growth channels which align to our core companies objectives. As a Technology Partner Manager, you’ll play a crucial role in driving revenue through our existing partners and expanding our integration ecosystem—identifying and onboarding new partners, crafting GTM strategies, driving revenue through joint selling, and enabling both internal and external teams. You'll work cross-functionally with Sales, Solutions, Marketing, R&D, and Enablement to make our partner program an engine of growth for Intercom and our customers. What will I be doing? Driving revenue through co-selling motions and building pipeline with partners Sourcing, onboarding, and managing relationships with new and existing integrated technology partners Developing and executing partner GTM plans—including joint revenue goals, enablement sessions, co-marketing campaigns, and “Better Together” stories Creating and delivering clear, compelling partner enablement presentations and training content Supporting partner lifecycle from onboarding to QBRs, co-marketing, pipeline reviews, and joint strategy Analyzing and reporting revenue opportunities using Salesforce, Crossbeam/Reveal Leading regional partner strategies and quarterly business reviews Collaborating closely with Sales, Solutions, R&D, Marketing, Legal and Enablement teams to drive integrated value Representing Intercom in partner meetings, virtual events, and occasional travel Proactively identifying new integration opportunities that align with Intercom’s AI strategy and customer needs and working with our Partner Solutions Engineers to scope the integration opportunity Strong ability to champion internal/external partner needs/opportunities internally through compelling business cases What skills do I need? 3-4+ years in technology partnerships or 5+ years in SaaS sales/business development Proven success in managing partner relationships and hitting revenue targets Strong commercial instincts with a proven ability to co-sell and drive partner-sourced pipeline, paired with a hands-on, execution-focused mindset and a deep commitment to customer success. Excellent relationship builder with exceptional written and verbal communication skills Skilled presenter, able to translate partner integrations into compelling stories for GTM to relay to prospects and customers to support revenue generating efforts Strong project manager—organized, detail-oriented, and comfortable juggling multiple GTM campaigns Able to work independently and cross-functionally in a fast-paced, evolving environment Familiarity with APIs, integration ecosystems, and SaaS business models Experience working across global teams and time zones, especially supporting EMEA markets and willingness to travel (approx. once per quarter) General knowledge of APIs and how they enable interoperability between SaaS platforms. Understanding of the AI, CX, or SaaS integration landscape (e.g., Shopify, Salesforce, HubSpot, Zendesk, Pylon, etc) Background in partner lifecycle management and performance tracking Customer-centric mindset with a passion for building win-win solutions 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 two 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. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Are you authorised to work in the country in which this role is located?(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) * Select... Current Location * Select... NOTE for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code. Are you willing to relocate? * Select... Current or most recent company? * Have you previously worked for Intercom? * Select... How did you hear about this job? What excites you most about this opportunity? Which Intercom value resonates most with you and why? (Our values can be found on our Careers Page) We work under a hybrid in-office model. Are you willing to work from our office location 2 days per week? * Select... Please email me about future job openings * Select... #J-18808-Ljbffr
The Role Intercom is the leading AI customer service company, and we need a Sr Manager, Web Product Storyteller to own and evolve how we tell our product story across our website. This is a senior-level, strategic role at the intersection of product marketing, web strategy, design/UX, and conversion optimization —focused on ensuring our website is the most compelling, high-performing showcase of our AI customer service solutions. You’ll oversee the strategy, execution, and continuous optimization of our product storytelling on the web , managing a team of two and collaborating cross-functionally with product, marketing, design, growth, and content teams. If you're a senior product marketer with deep storytelling, copywriting, and web expertise who knows how to craft differentiated, high-impact narratives that convert visitors into customers, this role is for you. What You’ll Do Own and drive the product story across Intercom’s website , ensuring a clear, compelling, and high-converting narrative that differentiates Intercom from the competition. Oversee and lead a team of two , providing strategic direction, mentorship, and execution support. Develop and implement a scalable web content strategy , optimizing for engagement, conversions, and revenue impact. Define messaging for new features and updates , ensuring they’re effectively positioned on the website. Partner closely with product marketing, growth, design, and engineering to evolve the site’s user experience and conversion flows. Use data and experimentation to refine messaging and page performance , balancing creative storytelling with measurable impact. Champion a best-in-class web experience that differentiates Intercom in the AI-powered customer service space. Drive alignment across teams to ensure messaging consistency, clarity, and brand voice across all web touchpoints. What We’re Looking For 7-10+ years of experience in product marketing, web content strategy, or digital storytelling, ideally in B2B SaaS . Outstanding writer & storyteller. This is a non-negotiable. Proven leadership experience , with a track record of managing and growing a team . Deep expertise in web strategy, content, and conversion optimization , with a focus on product storytelling. A strong understanding of AI and customer service technologies (or the ability to learn quickly). Exceptional storytelling & communication skills —you know how to turn complex products into crisp, compelling narratives that drive engagement, with an ability to verbally communicate & sell-through your ideas to executives. A data-driven mindset , with experience using analytics, A/B testing, and CRO tools to refine web content performance. Experience leading cross-functional projects , partnering with growth, design, and product teams to create seamless web experiences. The ability to balance strategic thinking with hands-on execution , ensuring our website remains a high-performing growth channel. Extraordinarily high attention to detail to uphold Intercom’s extremely high standards in execution and creativity. An execution machine. PMM at Intercom are in the business of getting shit done and this is a hands-on role, not a people manager-only role. Proven track record of partnering with product, web, design teams to contribute to product and web strategy. Comfortable collaborating with executives, often under pressure. Thrive in a fast-paced, fluid environment. 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 #J-18808-Ljbffr
About Intercom: At Intercom, we are building the leading AI for customer service. As we continue to push the boundaries of what’s possible, we are looking for a Machine Learning Researcher to join our innovative team and lead impactful research that shapes the future of AI in customer service. What's the opportunity? As a Machine Learning Researcher at Intercom, you will conduct cutting-edge research and develop AI models that enhance our customer service AI. You will contribute to both product innovation and the wider AI research community. What will I be doing? Conduct advanced research in LLMs, deep learning, reinforcement learning and other AI areas relevant to customer service and communication. Write scientific papers and contribute to top-tier conferences and journals, enhancing Intercom's position in the AI research community. Identify and explore emerging research areas, developing long-term strategies to expand the impact of AI in customer service. Lead and contribute to the design, implementation, and evaluation of machine learning models and algorithms that improve our products. Collaborate with external researchers, universities, and technical institutes to explore new AI technologies. Collaborate with cross-functional teams to integrate new AI research into the Intercom platform, impacting millions of users. Mentor and influence other researchers, shaping research agendas and helping drive innovation. What skills do I need? PhD degree in Computer Science, Machine Learning, Artificial Intelligence, or a related field, or equivalent practical experience. At least 3 years of experience leading research agendas in academia or industry. A proven track record of writing scientific publications submitted to conferences, journals, or public repositories. Expertise in key ML areas such as reinforcement learning, unsupervised learning, deep learning, and NLP. Proficiency in coding, with experience in Python, TensorFlow, or PyTorch for implementing machine learning models. Bonus skills & attributes Experience with the full research lifecycle: from designing experiments and prototypes to evaluating models and deploying solutions. Experience leading research efforts and influencing other researchers to drive innovation and collaboration. Strong familiarity with AI techniques such as reinforcement learning, unsupervised learning, and generative models. Ability to communicate complex ideas clearly, both in written publications and presentations, to a wide audience, including researchers, engineers, and product teams. Hands-on coding experience in machine learning, with a focus on deep learning or NLP. Why Intercom? Work on high-impact projects in a rapidly growing field of AI, where your work will directly impact millions of businesses and their customers. Join a talented and diverse team passionate about using AI to solve real-world problems. Thrive in a flexible, collaborative, and innovative environment where you’ll have the autonomy to pursue new ideas and research. Competitive salary, equity, and benefits, along with opportunities for professional growth and development. 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. #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? We are seeking an experienced AI Agent Engineer to join our team! In this role, you will be responsible for assisting our customers with the technical aspects of deploying an AI-first Intercom Implementation. In order to set up the AI Agent for maximum resolution, this may include migrating their customer support operations and data from their current tool. Your primary focus will be to provide exceptional technical expertise throughout the implementation and to ensure that the technical solutions implemented meet our customers’ needs. If you have a strong background in AI tools and / or Large Language Models, integration via RESTful API endpoints, experience in technical software implementation, excellent problem-solving skills, and a passion for helping customers succeed, we would love to hear from you! What will I be doing? Serve as the primary technical contact on the Professional Services team for customers who are implementing Intercom’s AI Agent and Customer Support platform Work with the Project Manager, AI Specialist, and the rest of the project team to deliver results to high expectations Conduct detailed discovery sessions with customers to gather information about their specific needs, data structures, and integration requirements. Analyze customers' existing content, support processes, and workflows in their current tool and provide recommendations on how to map those processes to Intercom's capabilities. Configure and customize the Intercom platform based on customers' requirements, ensuring that all integrations, automation rules, and reporting capabilities are properly set up. Assess customer requirements, contribute to implementation plans, and set clear expectations regarding timelines and deliverables. Collaborate with internal teams outside Professional Services, such as sales, engineering, product management, and support, to address any challenges and ensure a smooth implementation experience. Develop data migration strategies and perform data migrations from the customer's current support platform to Intercom. Conduct training sessions and workshops to educate customer support agents on how to effectively use Intercom's features and functionalities. Provide ongoing support and troubleshooting assistance to customers during and after the migration process, ensuring their satisfaction and successful adoption of Intercom as their primary customer support platform. Stay up-to-date with the latest features and enhancements of Intercom and provide valuable insights and recommendations to customers. What skills do I need? 5+ years of experience in Professional Services as a Technical Consultant or Implementation Engineer Bachelor's degree in a relevant field or equivalent practical experience. Deep understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels. Proven experience in customer support system implementation or engineering roles; experience with Intercom, Zendesk, FreshDesk, HelpScout or similar customer messaging / customer support platforms is highly desirable Knowledge of and experience integrating with RESTful APIs using JSON Knowledge of and experience with data conversion and migration Strong technical proficiency and the ability to understand and configure software integrations. Excellent problem-solving skills, with the ability to analyze complex requirements and propose effective solutions. Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders. Ability to handle multiple implementation projects simultaneously and prioritize tasks effectively. Ability to thrive in a fast-paced, dynamic environment and meet tight deadlines. Passion for delivering exceptional customer service and driving customer success. 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 two 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. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Are you authorised to work in the country in which this role is located?(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) * Select... Current Location * Select... NOTE for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code. Are you willing to relocate? * Select... Current or most recent company? * Have you previously worked for Intercom? * Select... LinkedIn Profile Website How did you hear about this job? What excites you most about this opportunity? Which Intercom value resonates most with you and why? (Our values can be found on our Careers Page) We work under a hybrid in-office model. Are you willing to work from our office location 2 days per week? * Select... Please email me about future job openings * Select... #J-18808-Ljbffr
What's the opportunity? We’re looking for Senior Product Engineers to join the AI Group to build Intercom’s AI-powered products. Product Engineers working in ML work closely with both our ML Scientists and product teams. They must deeply understand our product, our customers, our ML tech stack and our broader product stack. Our group is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands. We are an extremely product-focused team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated Engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test. We are very passionate about applying machine learning technology, and have productized everything from classic supervised models to cutting-edge unsupervised clustering algorithms to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy. If you are an experienced product engineer who takes an analytical approach to development and has some hands-on experience with ML systems, we'd love to hear from you! What will I be doing? Build the systems that power Intercom’s flagship AI products. This usually means working in our ML Python tech stack, but at times also means working across the product on our Rails app too. Work alongside our ML Scientists to bring proof-of-concept code to production; ensuring it’s robust and scalable for real-world use. Partner with product teams outside of our group, to shape the best AI-powered product experience for our customers. Contribute to all phases of software development including ideation, prototyping, implementation, and testing. 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 within the group and across Intercom. Profile we’re looking for These are meant to be indicative, not hard requirements. 5+ years of experience shipping high-quality products. 1+ year of experience building ML-powered products. You’ll be supported by, and learn from teammates with deep ML experience. You can demonstrate significant impact in the work that you have done. You take pride in having strong technical fundamentals; you love learning and are willing to work hard to invest in your development. Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.) but it doesn’t need to be a language that we use here! Strong willingness to fight for good outcomes. Bias towards progress over perfection. BSc in Computer Science, Maths, Statistics, or related discipline. Bonus skills & attributes Previous experience in data analytics, or statistical role. 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 also offer Windows for certain roles when needed. #J-18808-Ljbffr
Join to apply for the Senior People Systems Analyst - Workday role at Intercom 2 weeks ago Be among the first 25 applicants Join to apply for the Senior People Systems Analyst - Workday role at Intercom 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? Enterprise Systems at Intercom is the organization that enables us to operate to the standards of a high-performing, high-growth, scalable company. Intercom is seeking an experienced, curious and motivated Sr People Systems Analyst to join our growing Enterprise Systems team. As a Sr People Systems Analyst, you will be responsible for managing and maintaining our HRIS platform, ensuring its optimal performance, and leveraging its capabilities to streamline HR processes. This role will involve collaborating with various stakeholders, providing technical support, and implementing system enhancements to meet the organization's evolving HR needs. The Sr People Systems Analyst will play a pivotal role in enhancing HR data accuracy, security, and reporting capabilities. You will report to the Manager of People Systems.. What will I be doing? HRIS Management Administer and maintain the HRIS platform (Workday), ensuring data integrity, system reliability, and smooth functionality. Serve as technical lead for Workday Core HCM, Payroll, Benefits, Compensation, Absence, Time Tracking, Security, Reporting and Dashboards. Manage user access and permissions to ensure data security and privacy compliance. Demonstrates understanding with system architectures, process flows, and integrations involving various applications. Partner with cross functional teams to gather requirements, design, test, and implement solutions for the business. Process Improvement Identify opportunities to streamline HR processes using the HRIS platform, reducing manual efforts and enhancing overall efficiency. Work closely with HR stakeholders to understand process pain points and recommend system-driven solutions. System Configuration And Integration Collaborate with partner teams (People and IT teams) to configure and optimize HRIS modules, workflows, and data fields to align with business requirements. Integrate the HRIS platform with other business systems, such as payroll, ATS, Okta, to create seamless data flows. Reporting Develop and maintain custom reports, dashboards, and data visualizations to provide insightful HR metrics and analytics to stakeholders. Compliance And Data Security Ensure HRIS compliance with relevant data protection and privacy regulations (e.g., GDPR, CCPA). Monitor and audit HR data regularly to maintain data accuracy and integrity, implementing necessary corrections as needed. Training And Support Provide training and support to HR staff and end-users on HRIS functionalities and best practices. Act as a subject matter expert on HRIS-related inquiries and troubleshoot any technical issues that arise. System Upgrades And Implementations Support HRIS system upgrades, work with vendors and internal teams to plan and execute the upgrade process smoothly. Support the implementation of new HRIS modules or features, ensuring successful adoption and utilization by stakeholders. What skills do I need? Proven experience (typically 5+ years) on HR systems, with a focus on HRIS management and optimization. Strong understanding of HR processes and workflows, with the ability to translate business requirements into HRIS solutions. Strong proficiency with Workday and experience with related people systems (Greenhouse, Lattice, People Insights, etc). Excellent analytical and problem-solving skills, with a keen eye for data accuracy and attention to detail. Solid knowledge of data privacy laws and regulations, with a commitment to maintaining data security and compliance. Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. Project management skills, capable of handling multiple initiatives and meeting deadlines in a fast-paced environment. As a Sr People Systems Analyst, you will play a pivotal role in leveraging technology to enhance HR processes, empower data-driven decision-making, and drive overall HR efficiency. If you possess a passion for HR technology and are eager to contribute to a forward-thinking organization, we encourage you to apply and be a part of our team. 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 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 two 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 Information Technology Industries Technology, Information and Internet Referrals increase your chances of interviewing at Intercom by 2x Get notified about new Senior System Analyst jobs in Dublin, County Dublin, Ireland . 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What's the opportunity? We’re looking for a hungry and ambitious sales person to join the Intercom sales team in EMEA. As a Commercial Relationship Manager, you will be a key member of the team leading the growth of our existing business. We’re building a world-class sales organization, and the road ahead is going to be very exciting. At Intercom, we are striving to do sales differently. We are asking our customers to put Intercom at the core of their businesses, and we can only do this by putting them at the core of ours. We strongly believe in the overall growth and continued development of each new hire. In joining the Relationship Management team at Intercom, you join a community that believes in development and promotion from within. As a rapidly expanding business, there is a high degree of opportunity for progression, creativity, and ownership. What will I be doing? You’ll own and act as the main point of contact for a book of business Your goal will be to drive net growth within that book You’ll hunt and work expansion opportunities within that book You’ll run a proactive and effective renewal process You’ll articulate Intercom’s value using the Command of the Message framework You’ll forecast and plan pacing throughout each month and quarter You’ll partner with a CSM and SE to ensure the long term success of your book You’ll partner with R&D and Marketing to ensure the voice of your customers is heard What skills do I need? 2-3 years experience in a B2B closing role 2+ years of SaaS experience Excellent written and verbal communicator Ability to discover pain and articulate potential solutions Ability to accurately qualify opportunities Ability to do light demos and/or experience working closely with Sales Engineer/ CSM Capable of building compelling presentations for customers (QBRs, Pricing proposals etc.) Experience forecasting on a monthly or quarterly basis Bonus skills & attributes Experience working in B2B SaaS Experience working renewals Experience using the Command of the Message framework Experience using MEDDPICC as a qualification framework 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 also offer Windows for certain roles when needed. #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. Intercom is hiring a Group Design Manager who can lead from the front — raising the bar on craft, building high-performing teams, and helping us move fast through ambiguity. We are one of the most design-driven and AI first technology companies. Fin, our AI Agent is the best performing, most widely adopted, and highest grossing AI service agent on the market. We are shaping the future of how businesses communicate with their customers through AI and humans. Our product is used by millions, and our design team plays a critical role in making it world-class. Why you should join Intercom today AI is transforming everything—fast. We’re at the forefront, shaping the AI Agent category and redefining customer service with Fin. Soon, Fin will handle the vast majority of customer interactions, setting a new standard for support. Design is changing rapidly in the age of AI, and our designers at Intercom are at the forefront of defining this new role. This shift isn’t just changing what we build—it’s changing how we work. We’re not a startup, but we move like one–there’s urgency, pace, and energy. Our team is constantly evolving, integrating AI into design, development, and go-to-market strategies. At Intercom, design is in our DNA. With 60+ designers across R&D and Brand—and two co-founders from design—you’ll never have to fight for your place at the table. Here, designers lead from the start, shaping products that millions of people interact with daily. If you want to work on cutting-edge AI experiences that push the boundaries of product design, there’s no better place to be. Why this role exists This year, we’re doubling down on craft, execution, and design leadership. In a world where it’s easier and easier to get software off the ground and to 75% built, it’s the last 25% that really matters. We’re tearing up old playbooks. Shipping faster. Going deeper on detail. And raising the bar on everything we put in front of a customer. We’re hiring a Group Design Manager to lead a high-performing design team that’s building the future of AI Customer Support. This is not a maintenance role. It’s a build-and-scale role. Our goal is nothing less than breakout success in the major new category of AI Agents for Customer Support. You’ll partner directly with your product and engineering counterparts to define and ship what’s next — not what’s already been done before. We need leaders—people who will raise the quality bar, bring a spark of creativity, drive best-in-class interaction and visual design, and push execution excellence across our most strategic product areas. This is not a strategy or people-management only role. We need a maker, a doer, a leader. Somebody who loves to partner with designers and is able to jump into Figma, Loveable, Cursor etc. as and when needed. Must Have Experience Leading and growing high-performing design teams in product-first companies. Hiring, coaching, and developing designers at all levels — from IC to senior leads. Owning execution across a portfolio of product areas and driving design excellence through every detail. Partnering deeply with Product and Engineering leadership to align on priorities, make tradeoffs, and move fast. Thriving in ambiguous, fast-changing environments — and turning chaos into clarity. A track record of shipping great software , not just making decks about it. Strong visual sensibility, high standards for craft, and an eye for detail. Demonstrated product taste — you know what great looks like, and you can help teams get there. Who This Role Is Not For People who need certainty, full specs, or clear org charts to get started. Leaders who lean back and wait for direction, rather than leaning in and making things happen. Those who are satisfied with “good enough” — this is a role for someone who sees the extra 10% that makes a product unforgettable. Anyone wedded to structures and systems that worked five years ago. We’re rewriting how software gets built — and you’ll help define what the next 10 years look like. Day-to-Day Responsibilities What you’ll be doing: Lead, coach, and inspire a team of designers working across multiple product surfaces. Partner with your Group PM and Group EM counterparts to lead a product group — aligning strategy, driving decisions, and unblocking delivery. Set and uphold an extremely high bar for craft — from UX flow to pixels to polish. Solve problems from first principles, not templates. Help your team make hard decisions, move fast, and focus on outcomes over process. Be a design quality amplifier — noticing the details others miss, and pushing the work to where it needs to be. Build a healthy, high-trust team culture grounded in feedback, growth, and ownership. Stay hands-on in the work — reviewing designs, jumping into critiques, and driving clarity. What Success Looks Like You’ll know you’re successful if: Your team is delivering high-quality product work at speed — consistently. You’ve hired exceptional talent and helped your existing team grow. Product managers and engineers love working with you — you unlock forward progress and raise the ambition. Your designers are solving meaningful customer problems and sweating the final 10% of craft. You’re a key player in shaping how Intercom builds product in the AI era — not following playbooks, but writing new ones. Interview Process We understand that interviewing for a new role is both time and energy consuming–we aim to be thorough, speedy and transparent in our approach. You should expect for the entire process to be no more than 4 weeks from start to finish. You’ll meet with various members of our team and have the opportunity to fully validate that Intercom and the role is the right fit for you. Ready to build something great? If you're driven to push the boundaries of product design and have the craft, autonomy, and taste to make a real impact, we want to hear from you. We are a well-treated bunch, with awesome 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’re happy to get you whatever equipment helps you get your job done 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 two 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
