Senior Engineer, AI Developer

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 2011 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? Intercom is the AI Customer Agent company. Our AI agent, Fin, is transforming customer experience for businesses, and we believe that the same AI transformation should power our R&D organization. At Intercom, shipping is our heartbeat. We are hiring a Senior Engineer for Builder Tools: the AI Developer Experience Enablement team. This is the team that makes shipping delightful, fast, and low-toil for hundreds of engineers and agents. Your mission is to help turn Intercom’s entire R&D organization into an AI-first engineering machine. We’ve made incredible progress, 90%+ of our code is already written by Claude, but that volume creates entirely new scaling and orchestration challenges. You will work across our codebases, developer environments, and internal tooling to make AI a trustworthy, everyday accelerant. You will ship tangible solutions every day that work, prove their value, and scale. You’ll focus on developer enablement: operationalizing AI for real-world engineering effectiveness and eliminating drag so all of R&D can do their best work. Learn how we ship 250 versions of Intercom per day, discover our engineering culture at intercom.engineering, and explore our engineering values. What you’ll do? Build AI-driven automation agents that remove routine work with human-in-the-loop review, prioritize impact, prototype fast, and iterate until the automation transforms engineering. Make AI-assisted workflows the default in our developer environments: ship integrations, preconfigured workspaces, and developer agents that engineers want to use. Improve our codebases for AI: refactor, document, and introduce standards so agents and code suggestions are more accurate and reliable. Partner with repo owners to trial changes and measure outcomes. Instrument and measure everything: define success metrics, track adoption and impact, and use telemetry to guide improvements. Balance practicality and safety: design systems that consider cost, observability, privacy, and guardrails so AI features are dependable and trustworthy. Evangelise and enable adoption: work with engineering leads and internal champions, create playbooks and demos, and help teams get real benefit from the tooling. Ship production-grade services: own design, implementation, tests, and operational runbooks and agent skills. What skills do I need? We don’t expect perfection. If you have most of this and you’re excited, we want to hear from you. We can shape the position for the right person. Multiple years building and supporting high-performing systems, ideally in a SaaS, platform, or internal tooling context. You've introduced new tools or workflows that actually got adopted and made a difference. Practical AI toolchain experience: hands-on with LLMs, agents or code-assistants, model APIs, or prompt engineering. Demonstrated strong curiosity and a track record of learning these quickly. Deep knowledge of at least one major programming language (Ruby, Python, JavaScript, etc.). Experience restructuring, documenting, and modernizing large codebases is a massive plus. Developer experience obsession: you think in terms of developer time saved, reliable defaults, and usable workflows. You’ve shipped CI/CD, dev environment automation, code-quality tools, or similar. You align stakeholders, share best practices, make engineering trade-offs visible, and listen to your internal customers before acting. Bias to action and pragmatism: you iterate fast, unblock yourself and others, and stop or pivot when things do not deliver value. Why join us? You’ll be at the heart of Intercom’s shift to AI-first engineering. We’re giving engineers superpowers, shipping solutions that get real traction, and building a foundation for world-class developer productivity. You’ll work alongside kind, driven colleagues and have the autonomy to make a company-wide impact. Benefits 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 Regular compensation reviews - we reward great work! 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, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too MacBooks are our standard, but we also offer Windows for certain roles when needed. Policies Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values. 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.