Senior Engineering Manager - AI Core Platform
Dublin, Ireland
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better.
Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in **** and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service.
Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What's the opportunity?
We're hiring a Senior Engineering Manager (or high-potential EM2) for the Core Platform team in the AI Group.
The AI Platform team builds and operates the foundational infrastructure that powers Intercom's AI products, including developer tooling, inference infrastructure, and reliability systems.
The team ensures that engineers and scientists can rapidly & safely build our flagship AI product Fin, while also ensuring it remains stable and performant in production.
This is a hands-on EM role — you'll lead a senior-heavy team of 4–6 engineers while remaining hands-on in the codebase.
We believe that an EM who occasionally works alongside ICs writing code, will build up the knowledge and context required to inform strategic decision making and better support engineers in their team.
This isn't a temporary "player-coach" setup — it's a deeply technical leadership role where coding and architecture work are core to the job.
This is a fantastic opportunity for an experienced engineering manager without prior AI experience to step directly into the world of AI systems.
You'll learn what it takes to run AI-powered production systems, and shape the platform that enables fast, safe, and reliable iteration on cutting-edge AI products.
Lead a high-performing team
building the platform and infrastructure that power Intercom's AI capabilities.
Contribute directly to production code
, staying close to the work and building knowledge & context through first-hand experience.
Support teams of ML Scientists and Engineers
building AI powered capabilities.
Plan, prioritize, and deliver
high-impact roadmaps in partnership with the team's most senior engineers, balancing delivery, quality, and innovation.
Improve developer experience
across the AI infrastructure stack, ensuring that systems are observable, scalable, and easy to build upon.
Empower the engineers on the team to act with agency and maximize their impact.
Expand your scope over time
, potentially taking ownership of additional platform domains as the team and AI initiatives grow.
What skills do I need?
Must-haves
Experience leading engineering teams, ideally across infrastructure or platform domains.
Recent hands-on coding experience — you've shipped production code in the last couple of years.
Strong technical judgment and the ability to coach senior engineers through complex architectural trade-offs.
Adaptable leadership style suited to a group that will grow quickly, and change shape over time.
Curiosity and enthusiasm for AI, with a desire to learn how ML systems are developed and operated in production.
Nice to haves
Previous experience in hands-on EM/IC role.
You've alternated between EM and IC roles during your career.
Previous experience building AI powered products or platforms.
We are a well treated bunch, with awesome benefits
If there's something important to you that's not on this list, talk to us
Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, and 6 weeks paternity leave for fathers
Cycle-to-Work Scheme.
With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed.
Work Arrangement
Intercom has a hybrid working policy.
We expect employees to be in the office at least three days per week.
Equal Opportunity Statement
Intercom values diversity and is committed to a policy of Equal Employment Opportunity.
Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
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