Join to apply for the Engineering Manager - Support Platform role at Intercom.
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin lets businesses deliver always-on, impeccable customer service and transform customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI enhanced support for more complex queries that require a human agent. Intercom was founded in 2011 and serves nearly 30,000 global businesses. We push boundaries, move quickly, and deliver value to our customers.
What’s the opportunity?
Join Intercom as an Engineering Manager and lead a team at the heart of our Support Platform group — central to our mission to make business personal. This is a high-impact role leading a team focused on a key product area. You’ll drive clarity, focus, and excellence in execution while fostering a culture of collaboration, accountability, and growth.
What will I be doing?
* Lead a team of engineers building and enhancing core features within Intercom’s Support Platform.
* Directly engage with customers — build strong partnerships, learn from their experiences, and use insights to shape product strategy and direction.
* Work closely with Sales, Customer Support, and Marketing to align on customer needs and opportunities.
* Partner with Senior and Staff Engineers to shape and execute the technical strategy for your area.
* Help the team understand customer needs and translate them into technical and product decisions.
* Bring clarity and alignment to priorities, balancing near-term goals with long-term improvements.
* Support engineers in their growth and development and help them achieve their career goals.
* Promote ownership, accountability, and high standards to move quickly and deliver meaningful results.
* Contribute to Intercom’s engineering culture and how we build great software together.
What skills do I need?
* 3+ years of experience managing software engineering teams that build and ship customer-facing products.
* A hands-on, technically strong manager with a player-coach leadership style — comfortable with coding, debugging, or deep system design when needed.
* Proven ability to lead a full-stack, customer-facing, cross-functional team through planning, delivery, and continuous improvement, owning outcomes and results.
* Strong product mindset and customer empathy — focused on solving real customer problems and delivering measurable impact.
* Skilled at turning feedback and data into actionable insights to guide decisions.
* Experience collaborating with Sales, Customer Support, and Marketing to align on customer needs and influence product direction.
* Thrives in collaborative, fast-moving environments and keeps the team focused and productive.
* Relentless about outcomes — you own challenges, remove roadblocks, and empower your team to deliver.
* This is an AI-first role with a high bar for excellence. You should be fluent in using AI tools to solve problems, accelerate output, and inspire others to do the same.
Bonus Skills & Attributes
* Experience working in customer-facing SaaS product environments.
* Experience in a scale-up or similarly fast-paced organization.
Benefits
* Competitive salary and equity in a fast-growing start-up
* Lunches and snacks with a fully stocked kitchen
* Regular compensation reviews
* Pension scheme & match up to 4%
* Health and dental insurance for you and dependents
* Flexible paid time off
* Paid maternity leave and 6 weeks paternity leave
* Cycle-to-Work Scheme with secure bike storage
* MacBooks as standard (Windows available for some roles)
Policies
Intercom has a hybrid working policy. Employees are expected to be in the office at least three days per week. We foster an open, inclusive culture and focus on doing incredible work to achieve our goals and uphold our core values. Intercom is committed to Equal Employment Opportunity and will not discriminate on protected characteristics under applicable law.
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