What you'll do
- Lead and shape the technical strategy for Intercom’s AI agent Fin across multiple teams and work streams.
- Build and launch 0-to-1 work streams by assembling teams, clarifying ambiguous problems, and driving execution under aggressive timelines.
- Be hands-on with coding, shipping features, and solving high-stakes, ambiguous problems in AI-powered customer service.
- Drive AI experimentation including A/B testing, prompt engineering, and optimizing LLM-powered features for accuracy, cost, and latency.
- Mentor and elevate senior engineers, providing direct, actionable feedback to accelerate team capabilities and technical excellence.
What you should know
- This role demands extreme autonomy and the ability to drive technical decisions without waiting for direction.
- Candidates should have deep engineering expertise combined with strong product instincts to solve the right problems.
- Expect to work in a fast-paced, high-pressure environment competing against aggressive AI-native startups.
- The role offers a chance to work at the cutting edge of AI and customer service software, influencing long-term strategy.
- Applicants should be comfortable with a stack-agnostic approach and fluent in AI-assisted development workflows.
About the company
- Intercom is a leading AI customer service company trusted by nearly 30,000 global businesses since 2011.
- The company has successfully pivoted to AI-first, combining startup agility with established scale and revenue.
- Intercom fosters a radically open and accepting culture focused on inclusivity and avoiding divisive topics internally.
- They offer a hybrid work model with an expectation of onsite presence at least three days a week in Dublin.
- Intercom invests heavily in AI-assisted development tools and platform capabilities to transform software engineering.
Key required skills
AI fluencyDistributed systemsRuby on RailsReactAWS