Senior Analytics Engineer

Intercom, Inc.

Job Overview

Location

Berlin, Germany

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Analytics Engineer at Intercom, you will play a critical role in enabling data-driven decision-making for the AI Group, supporting the development and deployment of advanced customer service AI features like Fin.
• You will design, build, and manage scalable data pipelines and ETL processes using modern data stack tools such as dbt and Snowflake, ensuring data is accurate, reliable, and analytics-ready for ML scientists, analysts, and business teams.
• You will collaborate cross-functionally with AI analysts, ML scientists, engineers, and product teams to understand data needs, govern data quality, and align data infrastructure with strategic feature development goals.
• You will conduct advanced analysis, build custom models, and create dashboards to measure AI feature performance, leveraging both frequentist and Bayesian methodologies to derive actionable insights from stochastic user interactions.
• You will drive automation and optimization of data workflows, reducing manual effort and improving efficiency through orchestration tools like Apache Airflow and continuous refinement of data infrastructure.
• You will contribute to a fast-moving, product-focused team of 50+ ML scientists, engineers, designers, and researchers who ship prototypes to beta within weeks, operating at the intersection of AI innovation and customer impact.
• You will grow your expertise in data governance, model development, and production support while influencing long-term analytics strategy in a company trusted by nearly 30,000 global businesses and committed to pushing boundaries in AI-powered customer service.

🎯 Requirements

• Advanced SQL writing skills with a focus on well-architected data models, query performance optimization, and clear code documentation
• Familiarity with the modern data stack, including hands-on experience with dbt and Snowflake
• Strong communication skills, with the ability to explain technical concepts clearly to diverse audiences, including non-technical stakeholders
• Demonstrated judgment and product instincts to distinguish essential from nice-to-have data work and make sound trade-off decisions
• Experience with data platform development, including ETL pipeline design, data warehouse management, and production support for critical analytics workflows

🏖️ Benefits

• Competitive salary, annual bonus, and equity compensation
• Regular compensation reviews to reward high performance
• Generous paid time off above statutory minimum
• Hybrid working model with expectation of at least three days per week in the Berlin office
• Standard provision of MacBooks, with Windows available for role-specific needs
• Fun events for employees, friends, and family to foster culture and connection

Skills & Technologies

Python

Senior

Hybrid

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Intercom, Inc.

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About Intercom, Inc.

Intercom offers a customer communications platform that combines business messenger, automation, and support tools. Companies use it to acquire, engage, and support customers across websites, mobile apps, email, and social channels. The platform provides live chat, chatbots, product tours, surveys, help centers, and integrated ticketing. Teams collaborate through shared inboxes, routing rules, and performance analytics. APIs and third-party integrations connect the system to CRM, marketing, and data warehouses, enabling personalized messaging based on user attributes and behavior. Founded in 2011, the company serves B2B SaaS, e-commerce, fintech, and marketplace customers worldwide.

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