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?
Intercom wins by shipping quickly with confidence. Shipping is our heartbeat.
Builder Tools (Developer Experience Platform) is the team that makes shipping delightful: fast, reliable, and low-toil for hundreds of engineers. We own CI/CD, developer and AI workflows, build and test infrastructure, feature flagging, and observability for shipping pipelines. We’re the platform team that prevents duplicated work across engineering.
You will lead and grow a team that builds the systems and tooling enabling Intercom to move fast and safely. With AI dramatically accelerating our delivery needs, this role is more critical than ever. Learn how we ship 250 versions of Intercom per day, discover our engineering culture at intercom.engineering and explore our engineering values.
What will I be doing?
- Lead the Builder Tools engineering team: hire, coach, set outcomes, remove blockers, and build a high-performance culture.
- Own the developer experience: define SLOs, build cost models, and measure DX with the same rigor we apply to customer-facing products.
- Collaborate closely with domain experts and other parts of R&D, earning trust through deep domain expertise.
- Drive strategic initiatives and deliver high-impact projects reliably and efficiently.
- Eliminate manual work, integrate modern AI-assisted developer tooling, and raise the bar so it is hard to do the wrong thing (90% of code is already written by Claude).
- Represent Builder Tools across engineering and beyond, evangelize tooling improvements, and remove organizational barriers to adoption.
- Be a pragmatic technical leader: make architecture decisions, review designs, and remove technical risk while empowering the team to deliver.
- Adapt and thrive across functions to ensure objectives are met, frequently stepping beyond traditional boundaries to drive results.
What skills do I need?
We know lists like this can sound like hard requirements, but they’re not. If you have most of the experience below and are excited by the scope of this role and experience in the area, we’d still love to hear from you. We can shape the position for the right person.
- Experience leading an infrastructure, platform, or developer experience teams in a cloud environment, ideally AWS.
- Strong product sense for developer experience: you understand what “delightful” tooling feels like and how to measure it.
- A track record of independently leading and delivering on complex initiatives, often spanning multiple projects, teams, and quarters.
- Deep knowledge of modern web and distributed systems; you reason about reliability, performance, and failure modes and choose pragmatic solutions.
- Excellent communicator: you can align stakeholders, prioritize clearly, and make engineering trade-offs visible.
- Comfort with data. You define metrics, question outliers, and use telemetry to guide decisions.
- AI-first mindset: actively explores AI opportunities, champions responsible adoption, and drives quick experiments that are measured for real product impact.
- Ability to learn quickly, iterate, unblock yourself and your team, and persist until the right problem is solved.
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.
#LI-Hybrid
**Policies **
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.