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, Intercom is bringing AI features to market before anyone else.
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 focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated ML product 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.
What will I be doing?
1. Play an active role in hiring, mentoring and career development of other engineers
2. Raise the bar for technical standards, performance, reliability, and operational excellence
3. Identify areas where ML can create value for our customers
4. Identify the right ML framing of product problems - Working with teammates and Product and Design stakeholders
5. Conduct exploratory data analysis and research - Deeply understand the problem area
6. Research and identify the right algorithms and tools - Being pragmatic, but innovating right to the cutting-edge when needed
7. Perform offline evaluation to gather evidence an algorithm will work
8. Work with engineers to bring prototypes to production
9. Plan, measure & socialize learnings to inform iteration
10. Partner deeply with the rest of team, and others, to build excellent ML products
What skills might I need?
11. 5-8 years applied ML experience
12. Previous background in a senior/staff role (data science, software development or academic)
13. Significant, demonstrated impact that your work has had on the product and/or the teams
14. Strong programming skills
15. Experience as the primary technical leader for a team
16. Strong communication skills, both within engineering teams and across disciplines.
17. Comfort with ambiguity
18. Typically have advanced education in ML or related field (e.g. MSc)
19. Scientific thinking skills
Bonus skills & attributes
20. Track record shipping ML products
21. PhD or other experience in a research environment
22. Deep experience in an applicable ML area - E.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering
23. Strong stats or math background
24. Visualization, data skills, SQL, matplotlib, etc.
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! :)
25. Competitive salary and equity in a fast-growing start-up
26. We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
27. Regular compensation reviews - we reward great work!
28. Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
29. Open vacation policy and flexible holidays so you can take time off when you need it
30. Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
31. If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
32. MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
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.