Engineering Manager - IT Engineering

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity?

Become the Engineering Manager of our IT Engineering team, responsible for developing and maintaining Intercom’s corporate infrastructure. We run a fully Zero Trust, infrastructure as code stack that embraces passwordless and biometric factors, uses automation to eliminate low value work and toil while continuously testing and deploying new tools and technologies to foster productivity (think about retrieval augmented generation, AI conversational UIs, no-code platforms, etc.). Your role will involve managing all of the above and other technical projects that drive operational efficiency of the employee lifecycle while ensuring our security bar is met, to support Intercom’s growth and success.

What will I be doing?

• Lead, mentor and manage a team of engineers in delivering secure, scalable and efficient IT infrastructure that supports Intercom’s growing workforce.
• Drive the development and deployment of IT systems, ensuring the infrastructure is robust, secure and optimized for business operations in a fully SaaS environment.
• Collaborate with other teams across the business to build and deploy corporate tools that reduce operational friction, focusing on automation, continuous improvement and AI-driven enablement.
• Ensure Corporate Security is embedded in all aspects of IT Engineering like Identity & Access Management (IAM), Endpoints Management (EDM), Data Loss Prevention (DLP), etc.
• Drive innovation within the IT Engineering Team, fostering a culture of continuous improvement and scalability through modern technology.
• Provide leadership on the adoption of new technologies, ensuring the team stays ahead of trends in AI, corporate infrastructure, automation and security solutions.

What skills do I need?

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 - that’s ok, we’d love to talk to you!

• An ability to lead Engineering teams that deliver impact quickly.
• Experience developing and supporting a team of engineers in their personal growth and career progression.
• Expertise in managing Corporate IT systems, including infrastructure, automation, and security.
• Deep understanding of state of the art solutions for Identity & Access Management (IAM), Endpoints Management (EDM), Data Loss Prevention (DLP).
• A track record of partnering with leadership and teams across the business to deliver great outcomes.
• Demonstrated impact in a similar technical leadership role.
• A growth mindset and eagerness to learn.
• The ability to thrive in an ambiguous environment with a high degree of autonomy.

How will I be supported?

• You will buddy up with another manager who will help you 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.

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’re happy to get you whatever equipment helps you get your job done

  #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 two 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.

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