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 technical background allows you to engage with engineers and scientists effectively, ensuring that you can guide them through complex challenges. You thrive in collaborative settings, fostering a culture of innovation and accountability within your team. You are hands-on and enjoy writing code alongside your team, which helps you maintain a deep understanding of the projects at hand. You have a strong grasp of AI technologies and their applications in customer service, enabling you to make informed strategic decisions that align with business goals. You are committed to mentoring and developing your team members, helping them grow in their careers while achieving project objectives.

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 the foundational infrastructure that powers Intercom’s AI products. You will ensure that the team can build and operate developer tooling, inference infrastructure, and reliability systems effectively. Your role will involve hands-on coding, allowing you to stay connected with the technical aspects of the projects. You will collaborate closely with product managers and other stakeholders to align engineering efforts with business objectives. You will also be responsible for maintaining the stability and performance of the AI products in production, implementing best practices for monitoring and incident response. Your leadership will be crucial in driving the team towards achieving high-quality deliverables while fostering a positive and productive work environment. You will participate in strategic planning sessions, contributing your insights on technology trends and team capabilities to shape the future direction of the AI platform.

What we offer

Intercom provides a dynamic work environment where innovation is encouraged, and your contributions will directly impact customer experiences. You will have the opportunity to work with cutting-edge AI technologies and collaborate with a talented team of engineers and scientists. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to redefine customer service through AI and make a meaningful difference for businesses around the world.