Engineering Manager, Intercom
IT Engineering
+ Equity
2 days a week in office
The modern customer communications platform
Be an early applicant
The modern customer communications platform
1001+ employees
Be an early applicant
+ Equity
2 days a week in office
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- An ability to lead Engineering teams that deliver impact quickly
- Experience developing and supporting a team of engineers in their personal growth and career progression
- Expertise in managing Corporate IT systems, including infrastructure, automation, and security
- Deep understanding of state of the art solutions for Identity & Access Management (IAM), Endpoints Management (EDM), Data Loss Prevention (DLP)
- A track record of partnering with leadership and teams across the business to deliver great outcomes
- Demonstrated impact in a similar technical leadership role
- A growth mindset and eagerness to learn
- The ability to thrive in an ambiguous environment with a high degree of autonomy
What the job involves
- Become the Engineering Manager of our IT Engineering team, responsible for developing and maintaining Intercom’s corporate infrastructure
- We run a fully Zero Trust, infrastructure as code stack that embraces passwordless and biometric factors, uses automation to eliminate low value work and toil while continuously testing and deploying new tools and technologies to foster productivity (think about retrieval augmented generation, AI conversational UIs, no-code platforms, etc.)
- Your role will involve managing all of the above and other technical projects that drive operational efficiency of the employee lifecycle while ensuring our security bar is met, to support Intercom’s growth and success
- Lead, mentor and manage a team of engineers in delivering secure, scalable and efficient IT infrastructure that supports Intercom’s growing workforce
- Drive the development and deployment of IT systems, ensuring the infrastructure is robust, secure and optimized for business operations in a fully SaaS environment
- Collaborate with other teams across the business to build and deploy corporate tools that reduce operational friction, focusing on automation, continuous improvement and AI-driven enablement
- Ensure Corporate Security is embedded in all aspects of IT Engineering like Identity & Access Management (IAM), Endpoints Management (EDM), Data Loss Prevention (DLP), etc
- Drive innovation within the IT Engineering Team, fostering a culture of continuous improvement and scalability through modern technology
- Provide leadership on the adoption of new technologies, ensuring the team stays ahead of trends in AI, corporate infrastructure, automation and security solutions
- How will I be supported?
- You will buddy up with another manager who will help you onboard and get up to speed quickly
- You will have a close group of management peers to collaborate with and learn from
- We invest heavily in our Managers, supporting individual career development through training and coaching
Salary benchmarks
Our take
If you've ever seen a chat pop up on a business' website, it was probably provided by Intercom. Though ubiquitous now, it used to be a major challenge for companies to communicate swiftly with their customers. Intercom's Messenger allows a company to instantly reach out with human or automated support, improving customer service and greatly increasing conversion rates for sales.
While the Messenger is its most visible product, Intercom provides a service similar to Salesforce, as an advanced customer relationship management system. However, Intercom doesn't see Salesforce as a major rival, as Intercom specialises in the online market while Salesforce is more suited for traditional retail. Intercom is used by more than 25,000 businesses including Amazon, Meta and Atlassian, and reaches an estimated 600 million end users monthly.
Intercom has primarily served the US and Irish markets but has been expanding its presence globally in recent years. Despite having a commanding market position, it is continuing to develop its product, most recently delivering a major functionality upgrade to its Messenger software, greatly increasing its ability to carry out ticketed support requests.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
41% female employees
-7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2018
$125m
SERIES D
Apr 2016
$50m
SERIES C
Total funding: $240.8m
Company benefits
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Generous public transport allowance for commuting
- Wellness programme that allows you to expense gym and other sports activities up to £90 quarterly
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- Open vacation policy and flexible holidays so you can take time off when you need
- Work from home opportunities
- Health insurance
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Regular compensation reviews - we reward great work
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Company values
- We're optimistic & positive
- We obsess about our customers' success
- We're confident, yet humble
- We think big and start small
- We go further together
- Make every day count
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Eoghan McCabe
(Co-Founder & CEO)Previously CEO of Contrast and Exceptional. Is also the Chairman of Intercom.
Des Traynor
(Co-founder & CSO)Previously worked in software development and is an expert in User Experience (has lectured on the topic and was UX Lead at Contrast)
Ciaran Lee
(Co-founder)Previously Lead Engineer at RateMyArea.com and CTO of Exceptional. Was Intercom's CTO until 2021.
People progressing
Joined as a Manager in Product Analytics. Made it to VP of Research & Data Science after 6 years and 3 promotions
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