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.
Speed is something we fight for every day at Intercom, and we believe Berlin is built for people who share that instinct. We are drawn to Berlin by its rare blend of deep technical talent and rich creative culture – all within a vibrant, globally connected city that’s close to our R&D hubs in Dublin and London. It’s a place where the best of the best technical talent thrive, and where people from around the world are eager to relocate and build ambitious products.
Our ambition is to hire 100 people in Berlin over the year ahead across engineering, AI, data science, product, and design. We believe this is the most exciting time to join, be the founding R&D talent in the region and make a lasting impact as we build the world's number one customer agent!
What's the opportunity?
Intercom’s Machine Learning team 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. Our team's dedicated ML product engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.
We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.
What will I be doing?
- Identify areas where ML can create value for our customers
- Identify the right ML framing of product problems
- Working with teammates and Product and Design stakeholders
- Conduct exploratory data analysis and research
- Deeply understand the problem area
- Research and identify the right algorithms and tools
- Being pragmatic, but innovating right to the cutting-edge when needed
- Perform offline evaluation to gather evidence an algorithm will work
- Work with engineers to bring prototypes to production
- Plan, measure & socialize learnings to inform iteration
- Partner deeply with the rest of team, and others, to build excellent ML products
What skills might I need?
- Broad applied machine learning knowledge
- 3-5 years applied ML experience
- Practical stats knowledge (experiment design, dealing with confounding etc)
- Intermediate programming skills
- Strong communication skills, both within engineering teams and across disciplines.
- Comfort with ambiguity
- Typically have advanced education in ML or related field (e.g. MSc)
- Scientific thinking skills
Bonus skills & attributes
- Track record shipping ML products
- PhD or other experience in a research environment
- Deep experience in an applicable ML area. E.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering
- Strong stats or math background
- Visualization, data skills, SQL, matplotlib, etc.
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, annual bonus and equity
- Regular compensation reviews - we reward great work!
- Generous paid time off above statutory minimum
- Generous family leave (maternity, paternity), to let you spend valuable time with your loved ones
- Hybrid working
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated
- Fun events for Intercomrades, friends, and family!
**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.