Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.
Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike. Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market, shipping over 200 product improvements every year.
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-focused team, working in partnership with Product and Design functions. Our team's dedicated ML backend engineers collaborate with scientists to understand research context and enable us to move to production fast, often shipping to beta in weeks after a successful offline test.
We are passionate about applying machine learning technology, having productized everything from classic supervised models to cutting-edge unsupervised clustering algorithms and novel applications of transformer neural networks. If you excel in scaling backend systems but have less hands-on experience with ML systems (which you happily make up for with your keen interest), we'd love to hear from you!
What will I be doing?
* Taking algorithms which work offline and putting them in a production setting
* Deeply understanding and modifying as needed
* Solving hard scalability and optimization problems
* Running production ML infrastructure and evolving it over time
* Building new data infrastructure to enable exploration
* Establishing processes for large scale data analyses, model development, validation, and implementation
* Working with teammates to measure and iterate on algorithm performance
* Partnering deeply with the rest of the team and others to build excellent ML products
What skills might I need?
These are meant to be indicative, not hard requirements:
* Excellent pragmatic engineering skills
* Familiarity with tools used to write, test, deploy, debug, and monitor software
* Comfort owning features from inception to outcome
* 5+ years experience in a production environment, with contributions to the design and architecture of distributed systems
* Strong communication skills, both within engineering teams and across disciplines
* Excellent programming skills
* Comfort with ambiguity
* BSc in Computer Science or similar knowledge
* Deep knowledge of AWS services
* Track record shipping ML products
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
* Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
* Open vacation policy and flexible holidays so you can take time off when you need it
* Paid maternity leave, as well as 6 weeks paternity leave for fathers
* MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
#LI-Hybrid
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 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 any legally recognized protected basis under federal, state, or local law.
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