Overview
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Intercom offers the AI agent Fin, the AI-powered customer service solution, and the Intercom Customer Service Suite for AI-enhanced support that partners with human agents for complex queries. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets a new standard for customer service.
What’s the opportunity?
As a Staff Frontend Engineer on the Frontend Platform team, you’ll define and evolve the foundations of how Intercom builds user interfaces. The goal is to make it faster, safer, and easier for product teams to build, iterate, and ship high-quality products at scale. We’re modernizing our frontend stack with React, and you will set the standard, establish patterns, mentor engineers, and influence design and architectural decisions that shape Intercom’s frontend for years to come. You’ll solve highly complex problems that span the product development lifecycle and ensure frontend systems scale with the business. You’ll drive technical direction, influence cross-functional strategy, and act as a force multiplier and expert executor. This role focuses on frontend platform architecture, tooling, and developer experience at scale, rather than day-to-day feature development.
This role is ideal for engineers who thrive at the intersection of technical depth, product impact, and leadership, and who want to raise the bar for the entire engineering organization.
Responsibilities
* Lead and deliver on the most complex and ambiguous projects, reducing risks early and ensuring execution quality.
* Set direction for our frontend React ecosystem and advocate for best practices across the company.
* Mentor and grow engineers at all levels, creating leverage through coaching, durable knowledge sharing, and role modeling the bar for technical excellence.
* Shape the culture of frontend at Intercom, championing quality, customer empathy, and long-term velocity while balancing product delivery.
* Partner with engineering and product leadership to align technical investments with business priorities, influencing roadmaps and shaping strategic trade-offs.
Qualifications
* 8+ years of professional experience building high-quality web applications, including impact at scale.
* Deep expertise in JavaScript, React, TypeScript, and modern frontend tooling, with a track record of influencing architectural direction.
* Strong foundation in web fundamentals (HTML, CSS, performance, accessibility) and the ability to teach and advocate for them.
* Strong track record of enabling other engineers or product teams through frameworks, tooling, or architectural decisions.
* Experience leading initiatives, shaping technical strategy, and driving alignment across multiple stakeholders.
* Proven ability to deliver on ambiguous, high-stakes projects, balancing speed, quality, and long-term maintainability.
* A product mindset: velocity, usability, and customer impact when making engineering decisions.
Benefits
* Competitive salary and equity in a fast-growing start-up
* Lunch served every weekday, snacks, and a fully stocked kitchen
* Regular compensation reviews
* Pension scheme & match up to 4%
* Comprehensive health and dental insurance for you and your dependents
* Flexible paid time off policy
* Paid maternity leave and 6 weeks paternity leave
* Cycle-to-Work Scheme with secure bike storage
* MacBooks as standard; Windows available for certain roles
Policies
Intercom has a hybrid working policy. Employees are expected to be in the office at least three days per week. Intercom maintains an open and inclusive culture and does not advocate on behalf of the company or employees on social or political topics in internal or external communications. Personal opinions on non-work topics are respected on personal platforms and time. Intercom values diversity and is committed to Equal Employment Opportunity. Intercom will not discriminate on the basis of race, color, religion, creed, national origin, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally protected characteristic.
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