Staff Engineer, Intercom
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The modern customer communications platform
Job no longer available
The modern customer communications platform
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- Minimum of 8 years of experience leading and building teams as a lead engineer or architect
- Demonstrated experience in identifying and leading significant strategic investments to drive impact
- Strong strategic thinking skills with a hands-on approach
- Excellent collaboration abilities with principal engineering teams and peer staff engineers
- Demonstrated ability in working closely with Engineering Managers (EM) and Product Managers (PM) to prioritize and staff engineering investments
- Strong opinions on the right tooling but maintains a pragmatic and open-minded approach
- Proficient in driving multiple strategic projects simultaneously
- Able to work across various systems scopes, including:
- Customer-facing UI/UX
- Customer behavior capture, instrumentation, and web optimization
- Foundational MarTech tools such as webflow, contentful, mutiny
- Engineering infrastructure including CI/CD, fleet management, and APIs
- Data infrastructure involving data structuring, SQL, and reporting
- Extensive experience working with JavaScript, HTML/CSS, and modern web frameworks, preferably React and Next.js
- Experience in building navigation elements and scrolling experiences
- Strong understanding of UI/UX principles
- Ability to build multi-platform (Mobile, Web) and cross-browser components that adapt to different screen sizes
- Passion for engineering excellence, clean coding practices, and adherence to SOLID principles
- Proficiency in assessing performance through metrics and providing suggestions for improvements
- Expertise in integrating, developing, or scaling the usage of solutions like Contentful (CMS), Marketo (Marketing Automation), Mutiny (Personalization), Optimizely (A/B Testing), Google Tag Manager (Tags), and Google Analytics (Reporting)
- Proven track record of improving site performance (Google CWV), technical SEO structures and site indexation, UI/UX, deployment workflows (parallel projects/multiple users), and staging sites (mirroring production/QA)
What the job involves
- Intercom's web team is looking for a Staff Engineer who will lead the evolution of our website experience, to fully utilize modern web technologies to deliver great experiences for our visitors while meeting our marketing goals at speed and scale
- The focus of this position is to collaborate directly with a wide variety of business stakeholders to outline objectives and guide the best use and implementation of web capabilities to showcase our portfolio, drive engagement, and capture leads
- You’ll be given full ownership to drive and execute new website capabilities and experiences
- Work in a cross-functional team with design, product, and engineering teams
- Collaborate with strategic partners across brand, marketing ops, product marketing, and demand
- Translate stakeholder and company goals into engineering programs and execution plans
- Involved in the full software lifecycle across the entire stack, by contributing in design meetings, providing feedback, collaborating with other engineers to execute and deploying projects in production
- Directly accountable for critical front-end and back-end systems health and capabilities
- Part of a collaborative, inclusive, and supportive team culture focused on fast, focused, high-impact execution
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
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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