Senior Product Engineer, Intercom
Machine Learning
+ Equity
More information about location
2+ days a week in office
The modern customer communications platform
Open for applications
The modern customer communications platform
1001+ employees
Open for applications
+ Equity
More information about location
2+ days a week in office
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- 5+ years+ 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 or Statistics or related discipline
Desirable
- Previous experience in data analytics, or statistical role
What the job involves
- 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 focussed team. We work in partnership with Product and Design functions of teams we support
- 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 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, and 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
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
Salary benchmarks
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