Lifecycle Marketing Manager (Fixed Term) 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? We’re on the hunt for a Lifecycle Marketing Manager to join our team on a 12 month Fixed Term Contract. The Customer Lifecycle Marketing team's mission is to convert, activate, expand and deepen customer usage of Intercom and Fin. This role will own, build and deliver multi-channel campaigns that inspire customers to use more Intercom and Fin. Think product launches, nudges to drive product usage, impressive event promotions, and campaigns which help customers become more successful with Intercom and Fin (both self-serve and sales-led customers). If you’ve got a proven track record in marketing, with a clear AI-first outlook, and love using data and insights to shape your approach, we want to hear from you. Own and execute customer lifecycle campaigns. From strategy to copywriting to build and QA—manage everything end-to-end. Drive product adoption and expansion. Launch campaigns that increase product usage of Fin and the Intercom Suite. Write crisp, clear, customer-first copy. You’ll know what good messaging looks like, and you’ll live by Intercom’s Marketing Principles. Partner cross-functionally. Work closely with product marketing, product education, customer success, and growth teams to deliver cohesive messaging. Use data to personalize and optimize. Segment audiences, trigger campaigns based on behavior, and iterate based on performance. Use a multi-channel mix to reach users where it matters. Email or in-product messages, you’ll know the right medium for the message. Protect and uphold the brand. Ensure every touchpoint sounds and feels like Intercom. What skills do I need? 3–5 years of experience in lifecycle or customer marketing—ideally in SaaS, B2B, or AI. Hands-on, end to end campaign experience across email, in-product messaging, push/SMS Comfortable in a fast-paced, constantly evolving AI-first environment. You’re not intimidated by Marketing in an AI world . Strong copywriting and communication skills. You write like a human and cut through the noise. Proven ability to work cross-functionally with technical, product, and customer-facing teams. Confident using data to shape strategy and optimize results. You are positive and team-oriented Experience in SaaS or B2B environments. Proficiency with Fin and Intercom 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 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 3 days per week? * Select... Please email me about future job openings * Select... #J-18808-Ljbffr
Lifecycle Marketing Manager (Fixed Term) 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? We’re on the hunt for a Lifecycle Marketing Manager to join our team on a 12 month Fixed Term Contract. The Customer Lifecycle Marketing team's mission is to convert, activate, expand and deepen customer usage of Intercom and Fin. This role will own, build and deliver multi-channel campaigns that inspire customers to use more Intercom and Fin. Think product launches, nudges to drive product usage, impressive event promotions, and campaigns which help customers become more successful with Intercom and Fin (both self-serve and sales-led customers). If you’ve got a proven track record in marketing, with a clear AI-first outlook, and love using data and insights to shape your approach, we want to hear from you. Own and execute customer lifecycle campaigns. From strategy to copywriting to build and QA—manage everything end-to-end. Drive product adoption and expansion. Launch campaigns that increase product usage of Fin and the Intercom Suite. Write crisp, clear, customer-first copy. You’ll know what good messaging looks like, and you’ll live by Intercom’s Marketing Principles. Partner cross-functionally. Work closely with product marketing, product education, customer success, and growth teams to deliver cohesive messaging. Use data to personalize and optimize. Segment audiences, trigger campaigns based on behavior, and iterate based on performance. Use a multi-channel mix to reach users where it matters. Email or in-product messages, you’ll know the right medium for the message. Protect and uphold the brand. Ensure every touchpoint sounds and feels like Intercom. What skills do I need? 3–5 years of experience in lifecycle or customer marketing—ideally in SaaS, B2B, or AI. Hands-on, end to end campaign experience across email, in-product messaging, push/SMS Comfortable in a fast-paced, constantly evolving AI-first environment. You’re not intimidated by Marketing in an AI world . Strong copywriting and communication skills. You write like a human and cut through the noise. Proven ability to work cross-functionally with technical, product, and customer-facing teams. Confident using data to shape strategy and optimize results. You are positive and team-oriented Experience in SaaS or B2B environments. Proficiency with Fin and Intercom 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 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 3 days per week? * Select... Please email me about future job openings * Select... #J-18808-Ljbffr
What’s the opportunity? As a Senior Cloud Security Engineer, you will have experience in investigating advanced threats, detecting cloud-native attacker techniques, and securing AWS environments, with a focus on technical controls, incident response, and detection engineering. You will be working with other engineering teams to identify and mitigate risks across our cloud infrastructure. You will develop and enforce security measures within our cloud infrastructure, delivering a safe and secure engineering environment. This role requires a deep understanding of security best practices, the threat landscape, and the ability to implement and enforce robust security measures. You will identify and detect threats to our business and drive our response to security incidents. The ideal candidate should have a strong background in cloud computing, infrastructure as code, and possess a deep understanding of AWS services. Become a Senior Security Engineer of the Cloud Security team and join the globally distributed Information Security group, overseeing the security and trust of Intercom for 25,000+ businesses through defining and holding the bar for the security of our product. What will I be doing? As a Senior Security Engineer on the cloud security engineering team you will: Leverage cloud-native security tools (e.g., IAM, GuardDuty, AWS WAF, Security Hub) along with EDR and SIEM to enhance security posture. Develop strategies, frameworks, automations and processes to advance the Detection and Response program. Create Protective and Detective controls using open-source and closed-source intelligence sources to address gaps and detect potential intrusions. Collaborate with product engineering teams to manage and resolve security incidents, ensuring effective containment and mitigation. Automate security controls and compliance checks to maintain adherence to security standards. Partner with infrastructure teams to expand automation and infrastructure as code practices for secure, scalable operations. What skills do I need? We recognise that sometimes these lists can appear as strict requirements, but that’s not the case. Even if you feel you have a subset of the experience below - that’s ok, we’d love to talk to you! Experience in investigating advanced threats and detecting cloud-native attacker techniques using a modern detection engineering approach, with deep expertise in attacker behavior, technical controls, and diverse technologies. Experienced in securing AWS environments, developing detections, and responding to security incidents, including containment, investigation, and recovery. Solid understanding and demonstrated expertise managing AWS security controls and ensuring the security of cloud service offerings (IAM, VPC, firewalls/ACL, IDS/IPS, WAF, Linux hosts, serverless, etc.) Proficiency in high-level programming language (e.g., Python, Ruby) for automation of security tasks. Experience in implementing Infrastructure as Code (IaC) practices using tools such as Terraform, AWS CloudFormation, or similar. An ability to thrive in a fast-moving environment. You’ll have the autonomy to prioritise, explore and determine your own solutions to problems. How will I be supported? You will report to the Cloud Security Engineering Manager. You will buddy with another Dublin-based Cloud Security engineer who will help you to onboard and get up to speed quickly. You will have a close group of InfoSec peers to collaborate with and learn from. We invest heavily in our Engineers, supporting individual career development through training and coaching. 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! 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 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 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. 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
What’s the opportunity? We are looking for a Staff Engineer to join the team that enables the core technologies that Intercom is built on . This is for you if you are passionate about building and scaling systems such as MySQL, ElasticSearch, ingestion pipelines, and owning how they operate from low level systems engineering to all parts of our Rails and Python monoliths. Our team’s mission is to accelerate Intercom’s growth and stability through educated and operationally excellent core technology usage. This means that we’re here to help product engineers and ML scientists build simpler, more performant product - faster. This can be through things like making low level database improvements that enhance everyone's experience, building best in class Elasticsearch tooling, or partnering with teams that utilise any of Intercom’s core technologies or our build patterns. Previous projects from the team include future-proofing our databases through sharding and building a mechanism to migrate Elasticsearch indexes for scale and profit . We’re building a robust platform where your expertise will be applied to areas such as building a beautiful Messenger, an efficient teammate experience, a secure by default system, all while scaling the platform to billions of users and shipping two hundred new versions of Intercom to production every day. Delve deeper into our engineering culture at intercom.engineering and explore our engineering values . What will I be doing? Collaborate with world-class domain experts to shape our technical direction and infrastructure as we grow. Deeply own aspects of our infrastructure at Intercom and autonomously executing on high impact projects - including writing application code, automating systems, improving observability and low-level tuning of datastores used in production, test and development across Intercom. Value agility and simplicity, just as you prioritise scalability and uptime. Our continuous deployment approach ensures focus on gradual improvements. Major accomplishments are introduced incrementally, staying under the radar with feature flags. 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 strategic work and enablement. 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? Excellent pragmatic engineering and decision making skills in a high stakes environment. 8+ years experience in a production environment, with significant contributions to the design, architecture, and optimisation of distributed systems. Expertise in backend technologies such as MySQL, Elasticsearch, Memcached, as well as Linux, with demonstrated capability to innovate and optimise at the system level. Ideally, you’ve supported scaling a SaaS product in a previous role 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 you worked with. Proficient with standard software engineering methodologies, e.g. unit testing, object-oriented design, data structures, code reviews, design documentation, and utilising observability tooling. Deep understanding of modern web applications and distributed systems, with the ability to lead complex technical discussions and drive decisions among stakeholders. 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
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
What's the opportunity? Intercom’s Machine Learning team 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 focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated ML product 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. What will I be doing? Identify areas where ML can create value for our customers Identify the right ML framing of product problems Working with teammates and Product and Design stakeholders Conduct exploratory data analysis and research Deeply understand the problem area Research and identify the right algorithms and tools Being pragmatic, but innovating right to the cutting-edge when needed Perform offline evaluation to gather evidence an algorithm will work Work with engineers to bring prototypes to production Plan, measure & socialize learnings to inform iteration Partner deeply with the rest of team, and others, to build excellent ML products What skills might I need? 1-3 years of ML experience . Ideally, in a fast-moving environment (like Intercom), but it's also fine if you worked on interesting and complex problems in research (e.g. as a postdoc or a research assistant, or even in your PhD) Intermediate programming skills . You should be comfortable with writing code (mostly) autonomously, considering edge cases and knowing how to test your work Solid theoretical foundation in stats and ML. We don't expect you to know how an LLM like Mistral works at low level (although it's great if you do know it!), but you should be well-familiar with things like classification and regression, as well as testing of statistical hypotheses and evaluation of ML models Scientific mindset. You're naturally critical and rely on data and evidence when making judgements. You're ready to abandon ideas that turned out to be bad, even if they were your own Strong communication skills. You mostly will be communicating to members of engineering teams, but occasionally you'll also have to explain something to a less technical person Bonus skills & attributes Advanced education in ML or related field (e.g. PhD or MSc) Deep experience in NLP or LLMs Strong visualisation and data wrangling skills 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
What's the opportunity? The Technical Support Engineer team is looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our customers to tackle challenging technical issues they face in innovative ways. In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams. Our job starts the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product. This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives and address any challenges with our product. This is not a springboard into other areas or jobs at Intercom , but this is a great role for those who are looking to be part of our support team for a while and who are excited about growing alongside Intercom. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers. This position will be hybrid with the expectation to work from the office 2 days a week and work from home the remaining 3 days of the week. You are welcome to work from the office full-time if that is preferred. What will I be doing? Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but you'll also be talking to customers on the phone every now and then. Owning customer communications and issues from initial contact until resolution Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams What your first 6 months will look like: In your first 30 days you will: Complete company onboarding, becoming familiar with Intercom’s values, strategy, and goals Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions Showcase successful and proactive communication about your training progress and needs/questions that arise In your first 60 days, you will: Continue to complete CS trainings and pass relevant assessments successfully and on schedule Independently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer’s query Demonstrate ownership in the execution of your work Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda In your first 90 days, you will: Receive QA reviews and action feedback Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development Contribute outside of the inbox via sharing suggestions and ideas for how we can improve Successfully meet KPI targets and/or goals Demonstrate Intercom’s Values in your work and alignment with the company vision and strategy What skills do I need? Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page! 1-2 years of technical support experience Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs Understanding of REST API, SDKs & Webhooks Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.) Strong customer focus (excels at + enjoys helping customers) Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable) Strong problem solving skills (ability to think critically and learn on-the-fly) Ability to troubleshoot and utilize resources to answer questions on baseline topics Ability to take on + action feedback Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas Bonus skills & attributes Completion of technical coding bootcamps, programs, courses, etc. Previous experience working in a troubleshooting environment Understanding code syntax or use of specifically supported frameworks Experience configuring our supported iOS/Android Plugins (mobile SDKs) Familiarity with native mobile 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 also offer Windows for certain roles when needed. #J-18808-Ljbffr
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. #J-18808-Ljbffr
What's the opportunity? Intercom is at the forefront of AI-driven customer service, leading the market with Fin by Intercom, the most powerful AI customer service agent, and Helpdesk by Intercom, a fully featured AI-enhanced helpdesk for human support. Our mission is to help businesses deliver incredible customer experiences while enabling support teams to work smarter, faster, and more efficiently—all through our seamless platform. More than 25,000 businesses use Intercom to send millions of messages to their customers each month. Our core values drive us: we push boundaries, move with speed and intensity, and consistently deliver outstanding value. If you’re eager to grow in a fast-paced environment, develop your craft, and be part of a dynamic, collaborative recruiting team, this is the opportunity for you. We are looking for a Technical Recruiter to join our talent acquisition team on a 12 month contract to help hire the exceptional talent that will power the technology behind Fin. In this role, you’ll be a trusted partner to candidates, ensuring they have a positive and engaging experience throughout the hiring process. What will I be doing? Build and manage strong candidate pipelines through creative sourcing, screening, and engaging outreach. Partner closely with hiring managers to deeply understand role requirements and drive a seamless hiring process. Use data-driven insights to continuously improve and refine recruiting strategies. Lead structured interview panel meetings and debriefs to ensure high-quality hiring decisions. Master our recruiting tools and systems, leveraging automation and AI where possible. Manage the full candidate lifecycle—from first contact to offer acceptance—ensuring a world-class candidate experience. Stay up to date with the latest industry trends, emerging technologies, and best practices in technical recruiting. Represent Intercom’s mission, vision, and values with professionalism and authenticity. What skills do I need? 2+ years of technical recruiting experience, ideally in a fast-paced, high-growth environment. Strong ability to source and attract top engineering talent through multiple channels. Solid understanding of the global technical hiring landscape, particularly in Ireland. Excellent multitasking skills—you can balance multiple roles, collaborate with different teams, and keep the hiring process moving smoothly. Exceptional communication and interpersonal skills—you build trust and strong relationships with both candidates and stakeholders. Strong analytical and problem-solving abilities—you use data to guide decision-making and improve recruiting processes. Experience with LinkedIn, Twitter, GitHub, and other networking platforms to connect with top talent. A proactive, growth-oriented mindset—you take initiative, learn quickly, and are excited to level up your recruiting craft. Availability to be onsite at our Dublin office (Stephen’s Green) for at least 2 days per week. Why join us? We invest in our people, provide great benefits and create an environment where you can grow, learn, and make an impact. Our team is a community of world-class recruiters who support and challenge each other. If you want to take your recruiting career to the next level, this is the place to do it. Benefits Competitive salary and equity in a high-growth company. Comprehensive health and dental insurance for you and your dependents. Flexible paid time off policy to support work-life balance. Generous parental leave (paid maternity leave + 6 weeks paternity leave). Regular compensation reviews—we reward great work! Cycle-to-Work Scheme and secure bike storage. MacBooks and top-tier equipment to help you do your best work. Delicious breakfast and lunch served daily in our Dublin office, plus a fully stocked kitchen. Ready to grow your career? If you’re passionate about hiring great talent, learning from an exceptional team, and growing in a fast-moving environment, we’d love to hear from you. #J-18808-Ljbffr
