Senior Engineering Manager - AI Core Platform

Who you are

You have 5+ years of experience in engineering management, particularly in AI or machine learning environments — you've successfully led teams in building scalable systems and understand the intricacies of AI product development. Your hands-on coding experience allows you to engage deeply with your team, providing guidance and support while maintaining a strong technical presence.

You possess a solid understanding of AI technologies and their applications in customer service — you are familiar with the challenges and opportunities that come with deploying AI solutions in production environments. Your leadership style emphasizes collaboration and empowerment, fostering an environment where engineers can thrive and innovate.

You are adept at strategic decision-making, using your technical background to inform your choices and drive the team towards achieving impactful results. You understand the importance of balancing technical excellence with business objectives, ensuring that your team's work aligns with the company's mission to enhance customer experiences through AI.

Desirable

Experience with cloud infrastructure and developer tooling is a plus — you have worked with platforms that support AI development and deployment, ensuring that your team has the resources they need to succeed. Familiarity with reliability systems and performance monitoring will help you maintain the high standards expected of Intercom's AI products.

What you'll do

As the Senior Engineering Manager for the AI Core Platform team, you will lead a group of 4-6 engineers, guiding them in the development of foundational infrastructure that powers Intercom's AI products. You will be involved in hands-on coding, helping to build and maintain the systems that support the AI agent Fin, ensuring it operates efficiently and effectively in production.

You will collaborate closely with AI scientists and engineers, facilitating communication and cooperation across teams to drive the development of innovative AI solutions. Your role will involve setting clear goals and expectations for your team, conducting regular one-on-ones to support their professional growth and development.

You will also be responsible for overseeing the reliability and performance of the AI systems, implementing best practices for monitoring and incident response. Your strategic insights will help shape the direction of the AI platform, ensuring that it meets the evolving needs of the business and its customers.

What we offer

Intercom provides a dynamic work environment where innovation and collaboration are at the forefront. You will have the opportunity to work with cutting-edge AI technologies and contribute to products that are transforming customer service experiences for businesses worldwide. We offer competitive compensation and benefits, along with a culture that values diversity and inclusion. Join us in our mission to set a new standard for customer service through AI.