Senior 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 a Senior Engineering Manager and lead teams at the heart of our support strategy and our mission to make business personal. You’ll be responsible for the Inbox and Ticketing product, which sits at the core of Intercom’s customer support solution — a product used daily by tens of thousands of businesses to deliver exceptional customer experiences.

This is a unique opportunity to lead high-performing teams that deliver significant customer impact while raising the bar for how we build and deliver products. You’ll drive clarity, ownership, and excellence across multiple product areas, helping shape the future of customer support at scale.

What will I be doing?

• Own one of Intercom’s largest and most complex product areas end-to-end — setting vision, priorities, and measurable outcomes.
• Work directly with customers and internal functions (including Sales, GTM, and Customer Support) to deeply understand their needs and translate insights into impactful product solutions.
• Act as the single accountable owner for your product area — comfortable being directly responsible for roadmap, execution, and results, and not shy about stepping into product-thinking shoes when needed.
• Drive clarity and alignment across teams, balancing near-term delivery with long-term product strategy.
• Continuously raise the bar for quality, reliability, and customer experience within your teams and beyond.
• Partner closely with Staff and Principal Engineers to shape direction, architecture, and execution.
• Coach and grow engineers and emerging leaders, supporting their development and helping them deliver exceptional outcomes.
• Foster a culture of ownership, accountability, and autonomy, enabling your teams to move fast and deliver meaningful results.
• Contribute to Intercom’s engineering culture, helping evolve how we build customer-driven software across the organization.

What skills do I need?

• Minimum 5+ years of experience leading engineering teams building and delivering customer-facing software products.
• Proven ability to lead multiple teams or broad product areas, aligning work across complex domains.
• A hands-on leader who brings clarity, context, and energy — ready to roll up your sleeves, dive deep, and stay close to the work and your teams, not just manage from a distance.
• Thrives in ambiguous, fast-paced environments, providing stability, structure, and momentum.
• Strong product mindset and customer obsession — you think in terms of customer problems, measurable outcomes, and business impact.
• Comfortable being the sole directly responsible individual (DRI) for your area, taking full ownership of outcomes and stepping confidently into product-thinking shoes when needed.
• Outcome-driven and an unblocker by nature — you take ownership of problems, remove barriers proactively, and relentlessly drive your teams toward success. You’re energized by achieving results and seeing impact.
• Eager to directly work with customers, and skilled at turning customer feedback and data into actionable insights and impactful product decisions.
• Passionate about building high-autonomy, high-accountability teams that consistently deliver exceptional customer outcomes.
• 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