Senior Engineering Manager, Intercom
Datastores
+ Equity
More information about location
The modern customer communications platform
Job no longer available
The modern customer communications platform
1001+ employees
Job no longer available
+ Equity
More information about location
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- This is for you if you are passionate about guiding a lean, high autonomy team to build and scale systems on technologies such as MySQL, Elasticsearch, and DynamoDB, owning how they operate - from low-level systems engineering to all parts of our Rails monolith
- 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 and are passionate about this shape of role - that’s ok, we’d love to talk to you!
- Proven experience as a Senior Engineering Manager, trusted with autonomy over outcomes of a team with deep context or multiple teams
- Demonstrated expertise in backend technologies such as MySQL, Elasticsearch, Memcached, Linux
- Track record of independently leading and delivering on complex initiatives, often spanning multiple projects and teams
- Proficiency with standard software engineering methodologies and a deep understanding of modern web applications and distributed systems with the ability to quickly articulate technical challenges and solutions
- Strong collaboration and communication skills, with the ability to work effectively across teams and stakeholders
- Ability to learn quickly, iterate, unblock yourself and your team, and persist until the right problem is solved
What the job involves
- We are looking for an experienced Engineering Manager to lead the team that enables the core technologies that Intercom is built on
- Our team’s mission is to accelerate Intercom’s growth and stability through educated and operationally excellent core technology usage
- We help product engineers build simpler, more performant products - faster. This includes 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 build patterns
- Lead and inspire a high-performing, autonomous team of exceptional engineers working on scaling and optimising our core datastore infrastructure and supporting systems. The median tenure of the team is seven years - we love our roles
- Navigate complex scaling challenges, guiding the team through strategic decisions on our core technology usage and expansion
- Collaborate closely with domain experts and other parts of R&D, being trusted and sought for your deep domain expertise
- Drive strategic initiatives and execute high-impact projects, ensuring they are delivered reliably and efficiently
- Foster a culture of agility and simplicity, prioritising scalability and uptime while supporting continuous deployment and incremental improvements
- Mentor and coach engineers and future leaders, playing an active role in their hiring, onboarding, and career development
- Adapt and thrive across various functions to ensure objectives are met, often stepping well beyond traditional boundaries to drive results
- You will buddy with another manager who will help you to 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
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
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 HQ
Financial District, San Francisco, CA
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.
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