Engineering Manager, AI Platform

About

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 transform their customer experiences for the better. Fin can be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI‑enhanced support for 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.

We are hiring an Engineering Manager for our AI Platform Team in the AI Group. The AI Platform team builds and operates the foundational infrastructure that powers Intercom’s AI products, including model training, developer tooling, and high‑performance, high‑reliability production systems. This is a hands‑on EM role where you will lead a senior team of engineers while remaining actively involved in the codebase.

Responsibilities

• Lead a high‑performing team building the platform and infrastructure that power Intercom’s AI capabilities.
• Contribute directly to production code, staying close to the work and building knowledge & context through first‑hand experience.
• Support teams of ML scientists and engineers building AI‑powered capabilities.
• Plan, prioritize, and deliver high‑impact roadmaps in partnership with the team’s most senior engineers, balancing delivery, quality, and innovation.
• Improve developer‑experience across the AI infrastructure stack, ensuring that systems are observable, scalable, and easy to build upon.
• Empower the engineers on the team to act with agency and maximize their impact.
• Expand your scope over time, potentially taking ownership of additional platform domains as the team and AI initiatives grow.

Requirements

Must‑haves

• Experience leading engineering teams, in an infrastructure or platform team.
• Strong prior experience working as an engineer.
• Strong technical judgment and the ability to coach senior engineers through complex architectural trade‑offs.
• Adaptable leadership style suited to a group that will grow quickly and change shape over time.
• Curiosity and enthusiasm for AI, with a desire to learn how ML systems are developed and operated in production.

Nice to haves

• Recent hands‑on coding experience – you’ve shipped production code in the last couple of years, or you have notable open‑source contributions.
• Previous experience in a hands‑on EM/IC role, or you’ve alternated between EM and IC roles during your career.
• Previous experience building AI‑powered products or platforms.

Benefits

• Awesome benefits (details discussed during the interview process).
• Open to discussing any additional benefits that are important to you.

Working Policy

• Hybrid working policy: employees are expected to be in the office at least three days per week to stay connected, collaborate easier, and maintain a great culture while still having flexibility to work from home.

Diversity & Inclusion

• 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.