Engineering Manager - Support Platform

Engineering Manager - Support Platform

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?

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 great opportunity to lead a high-impact team working on one of Intercom's most important product areas. You'll help drive clarity, focus, and excellence in execution while fostering a culture of collaboration, accountability, and growth.

What Will I Be Doing?

1. Lead a team of talented engineers building and enhancing core features within Intercom's Support Platform.
2. Directly engage with customers — build strong partnerships, learn from their experiences, and use those insights to shape our product strategy and direction.
3. Work closely with internal functions such as Sales, Customer Support, and Marketing to align on customer needs and opportunities.
4. Partner with Senior and Staff Engineers to shape and execute on the technical strategy for your area.
5. Help your team deeply understand customer needs, translating them into thoughtful technical and product decisions.
6. Bring clarity and alignment to priorities, balancing near-term goals with long-term improvements.
7. Support engineers in their growth and development, helping them achieve their career goals and deliver exceptional work.
8. Promote a culture of ownership, accountability, and high standards, enabling your team to move quickly and deliver meaningful results.
9. Contribute to Intercom's engineering culture, helping shape how we build great software and work together effectively.

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 — you're not afraid to code, debug, or dive deep into system design when needed.
• Proven ability to lead a full-stack, customer-facing, cross-functional team through planning, delivery, and continuous improvement, assuming full ownership of outcomes and results.
• Strong product mindset and customer empathy — you care deeply about solving real customer problems and delivering measurable impact.
• Skilled at turning feedback and data into actionable insights that guide your team's decisions.
• Experience working and collaborating with internal functions such as Sales, Customer Support, and Marketing to align on customer needs and influence product direction.
• Thrives in collaborative, fast-moving environments, helping your team stay focused and productive.
• Relentless about outcomes — you own challenges, remove roadblocks, and empower your team to deliver success without excuses.
• This is an AI-first role with a high bar for excellence. We expect you to be fluent in using AI tools to solve problems, accelerate output, and inspire others to do the same — helping shape a culture that embraces AI as a core advantage.

Bonus Skills & Attributes

• Experience working in customer-facing SaaS product environments.
• Experience in a scale-up or similarly fast-paced organization.

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, annual bonus and equity
• Regular compensation reviews - we reward great work!
• Generous paid time off above statutory minimum
• Generous family leave (maternity, paternity), to let you spend valuable time with your loved ones
• Hybrid working
• MacBooks are our standard, but we also offer Windows for certain roles when needed.
• Fun events for Intercomrades, friends, and family!

#LI-Hybrid