Senior Engineering Manager - Infra Platform

<p>Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. </p> <p>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. </p> <p>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.</p><p><span><strong>What's the opportunity?</strong></span></p> <p>Lead the team that powers every product at Intercom, building the platform that makes our software possible.</p> <p>Intercom’s Infra-Platform team provides the platform to build and operate Intercom’s core services. The mission is simple but powerful: prevention is better than cure. We build systems that make reliability, observability, and secure deployment the default path for every engineer.</p> <p>We’re looking for an experienced Engineering Manager to lead this high-performing, high-autonomy team. This is a group of senior, deeply-tenured engineers (the median tenure is five years!) who love their work and act as a critical force-multiplier for the entire R&amp;D organization.</p> <p>Discover our engineering culture at <a href="http://intercom.engineering/">intercom.engineering</a> and explore <a href="https://www.intercom.com/blog/intercom-product-principles/">our engineering values</a>.</p> <p><span><strong>What will I be doing?</strong></span></p> <ul> <li>Lead and inspire a high-performing, autonomous team of engineers working on scaling and optimizing Intercom’s core infrastructure and supporting systems.</li> <li>Navigate complex scaling and infrastructure challenges, guiding the team through strategic decisions on how we build and scale Intercom’s core components.</li> <li>Collaborate closely with domain experts and other parts of R&amp;D, being trusted and sought for your deep domain expertise.</li> <li>Drive strategic initiatives and execute high-impact projects, ensuring they are delivered reliably and efficiently.</li> <li>Use the best tools in the industry. We invest heavily in AI-powered tools that help R&amp;D move faster, eliminate friction, and focus on solving meaningful problems.</li> <li>Foster a culture of agility and simplicity, prioritising scalability and uptime while supporting continuous deployment and incremental improvements.</li> <li>Mentor and coach engineers and future leaders, playing an active role in their hiring, onboarding, and career development.</li> <li>Adapt and thrive across various functions to ensure objectives are met, often stepping well beyond traditional boundaries to drive results.</li> </ul> <p><span><strong>What skills do I need?</strong></span></p> <p>We know lists like this can sound like hard requirements, but they’re not. If you have most of the experience below and are excited by the scope of this role and experience in the area, we’d still love to hear from you. We can shape the position for the right person.</p> <ul> <li>Experience leading an infrastructure or platform team in a cloud environment, ideally AWS, with accountability for availability and costs.</li> <li>A track record of independently leading and delivering on complex initiatives, often spanning multiple projects, teams, and quarters.</li> <li>Expert grasp of modern web and distributed systems. You can reason about reliability, performance, and failure modes, then pick pragmatic solutions.</li> <li>Clear, timely communication. You write crisp docs, run effective incident reviews, and present tradeoffs to technical and non‑technical partners.</li> <li>Comfort with data. You define metrics, question outliers, and use telemetry to guide decisions.</li> <li>Ability to learn quickly, iterate, unblock yourself and your team, and persist until the right problem is solved.</li> </ul> <h2>Benefits </h2> <p>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!</p> <ul> <li>Competitive salary and equity in a fast-growing start-up</li> <li>We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen</li> <li>Regular compensation reviews - we reward great work</li> <li>Pension scheme &amp; match up to 4%</li> <li>Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents</li> <li>Flexible paid time off policy</li> <li>Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones</li> <li>If you’re cycling,