Staff Product Engineer

Intercom, Inc.

Job Overview

Location

London, England

Job Type

Full-time

Full Job Description

📋 Description

• As a Staff Product Engineer at Intercom, you will serve as a technical leader and key contributor within the engineering organization, driving the development of scalable, reliable systems that power Intercom’s AI Customer Service Suite, including the industry-leading Fin AI agent, which enables businesses to deliver exceptional, always-on customer experiences to nearly 30,000 global customers.
• You will play a pivotal role in shaping technical strategy, mentoring fellow engineers, and collaborating cross-functionally with product, design, research, and data teams to ensure engineering excellence aligns with customer impact and business goals.
• Day to day, you will contribute to the technical architecture as Intercom scales to handle increasing volumes of customer interactions, ensuring systems remain performant, available, and resilient under growth.
• You will embrace agility alongside scalability and availability, participating in continuous deployment practices that enable incremental, feature-flagged releases, allowing even major technical advancements to roll out safely and iteratively.
• You will engage across the full software development lifecycle — from ideation and prototyping to design and implementation — balancing hands-on coding with architectural leadership to deliver high-impact features.
• You will leverage Intercom’s investment in AI-powered developer tools to reduce friction, accelerate development cycles, and focus on solving meaningful customer and product problems.
• You will actively participate in hiring, mentoring, and career development of other engineers, fostering a culture of growth, technical excellence, and psychological safety within your team.
• You will champion and elevate technical standards, performance, reliability, and operational excellence, setting a benchmark for quality that influences engineering practices across the organization.
• You will work within a hybrid model in Intercom’s London office, expected to be onsite at least three days per week to strengthen collaboration, culture, and connection, while benefiting from the flexibility to work remotely the remaining days.
• You will join a company deeply committed to its core values — pushing boundaries, building with speed and intensity, and delivering incredible value — within a radically open, accepting, and inclusive culture that prioritizes psychological safety and focuses on doing incredible work without engaging in divisive social or political discourse.

🎯 Requirements

• Significant, demonstrated impact from your work on products and/or teams, with evidence of driving meaningful outcomes in previous engineering roles.
• Deep knowledge of a high-level programming language (e.g., Ruby, Python, Perl), with the ability to quickly learn or introduce improved ways of working, even if not currently used at Intercom.
• Proven experience with distributed systems, including design, implementation, and operational considerations for scalability and fault tolerance.
• Minimum of 2+ years of experience as the primary technical leader for a team, including responsibilities in mentoring, technical decision-making, and team development.
• Experience collaborating directly with product teams and designers, with a proven track record of delivering customer or user value through cross-disciplinary teamwork.
• Ideally, experience building an exciting SaaS product where you derived satisfaction from knowing your work is used by people around the world.

🏖️ Benefits

• Competitive salary and equity participation in a fast-growing, innovative startup environment with significant market traction.
• Daily catered lunch on weekdays, complemented by a variety of snacks and a fully stocked kitchen to support well-being and convenience.
• Regular compensation reviews that recognize and reward exceptional performance and contributions.
• Employer pension scheme with matching contributions up to 4% of salary to support long-term financial security.
• Comprehensive health and dental insurance coverage for employees and their dependents, alongside life assurance for peace of mind.
• Flexible paid time off policy, including paid maternity leave and 6 weeks of paid paternity leave to support family bonding and work-life balance.
• Support for sustainable commuting via the Cycle-to-Work Scheme, including secure bike storage facilities at the office.
• Provision of MacBooks as standard equipment, with Windows availability for specific roles when required, ensuring engineers have the tools they need to be effective.

Skills & Technologies

Python

Ruby

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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