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?

You will be responsible for architecting and delivering a high-scale, AI-native platform that transforms our Go-To-Market operations. By collaborating with data science, infrastructure, and GTM teams, you will execute a "build and buy" strategy to replace our legacy SaaS toolchains and manual heuristics with bespoke AI agents and automated workflows. This role demands a blend of technical leadership and operational rigor, transitioning incubated projects into production-ready solutions while maintaining excellence through robust monitoring, metrics, and support. Ultimately, you will build mission-critical tools that our top GTM operatives rely on to achieve their strategic goals.

Learn more about our engineering culture at intercom.engineering

What will I be doing?

As a Principal Engineer you will:

• Mix build and buy approaches to architect the next-generation GTM platform.
• Replace a sprawling last-gen SaaS software toolchain with sharp, bespoke tooling.
• Contribute to our technical architecture as we grow, ensuring long-term scalability.
• Replace manual, heuristic-based processes with custom-built agents.
• Scale up and scale out solutions incubated by our GTM labs team.
• Contribute to all phases of software development, including ideation, prototyping, design, and implementation. (This role has a mix of both hands-on development as well as lead/architecture work.)
• Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems.
• Build to a standard that our top GTM operatives can rely on your solutions for goal attainment.
• Raise the bar for technical standards, performance, reliability, and operational excellence.
• Foster and drive operational excellence with metrics, monitoring, and smart on-call and support.
• Provide assessments of project progress, risks, and challenges to engineering leadership to help guide resource allocation and prioritization.

What skills do I need?

• 8–10 years of experience building high-quality products used to achieve key business objectives.
• Significant, demonstrated impact that your work has had on the product and/or the teams.
• Hands-on expert executor with experience guiding and leading small teams.
• Strong product, data, and technical fundamentals and good systems design skills.
• Experience in setting technical strategy while remaining practical.
• Strong understanding of software engineering fundamentals and the full development lifecycle.
• Experience running critical systems migrations (essential for replacing that "last-gen" toolchain).
• Fluency with Claude Code, Jules, Codex, and similar AI-powered developer tools.
• BSc in AI, Computer Science, Data Science, Maths, Statistics, or a related field.

Ideal if you also have:

• Built and deployed AI-native products with a strong AI/ML background.
• Experience running high-availability, high-quality platforms at real scale.
• Experience building software specifically for Sales, Marketing, or Customer Success.

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.