Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform.
Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.
Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
Join us to help define and lead the AI revolution for customer service.
What's the opportunity?
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. Our team's dedicated 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.
If you are an experienced product engineer who takes an analytical approach to development and has some hands-on experience with ML systems, we'd love to hear from you!
What will I be doing?
Product Engineers in the AI Group
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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.
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Work alongside our ML Scientists bring proof-of-concept code to production; ensuring it’s robust and scalable for real-world use.
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Partner with product teams outside of our group, to shape the best AI-powered product experience for our customers..
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Contribute to all phases of software development including ideation, prototyping, and implementation and testing.
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Play an active role in the hiring, mentoring, and career development of other engineers.
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Raise the bar for technical standards, performance, reliability, and operational excellence within the group and across Intercom.
Profile we’re looking for
These are meant to be indicative, not hard requirements.
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5+ years of experience shipping high-quality products.
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No ML experience required. We believe you can be highly effective immediately by bringing excellent software engineering skills, and learn ML as you work on the team.
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You can demonstrate significant impact in the work that you have done.
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You take pride in having strong technical fundamentals; you love learning and are willing to work hard to invest in your development.
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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!
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Strong willingness to fight for good outcomes
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Bias towards progress over perfection
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BSc in Computer Science, Maths or Statistics or related discipline
Bonus skills & attributes
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Previous experience in data analytics, or statistical role
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!
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Competitive salary and equity in a fast-growing start-up
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We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
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Regular compensation reviews - we reward great work!
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Pension scheme & match up to 4%
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Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
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Flexible paid time off policy
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Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
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If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
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MacBooks are our standard, but we also offer Windows for certain roles when needed.
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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Top Skills
Intercom Dublin, Dublin, IRL Office
2nd Floor, Stephen Court, 18-21 St. Stephen’s Green, Dublin, Dublin, Ireland
