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Intercom is seeking an Engineering Manager to lead a high-performing team building AI-first Helpdesk capabilities. The AI Helpdesk represents a major evolution of Intercom's core product, combining omnichannel support, AI-powered ticketing, real-time Copilot assistance, automation, and the Fin AI Agent into a single system where human and AI agents work together seamlessly.
In this role, you will lead and grow an engineering team focused on delivering customer-facing product experiences that help support teams work more efficiently and resolve complex issues. You'll partner closely with Product, Design, Customer Support, and AI/ML teams to translate customer and operational problems into simple, powerful solutions.
Key responsibilities include: setting clear goals and creating conditions for the team to deliver valuable, reliable product at a healthy pace; shaping strategy and roadmap in partnership with Product and Design; bringing technical judgment to architecture, quality, and reliability decisions; removing impediments and fostering team autonomy; building an inclusive, collaborative culture with high standards for ownership and execution; coaching engineers and developing senior talent into technical and organizational leaders; and contributing to wider AI Helpdesk strategy alignment across adjacent teams.
You are an exceptional people leader who is personally action-oriented—neither distant from the product nor neglecting leadership craft. You bring experience managing software engineering teams building customer-facing products, strong product engineering instincts, the ability to shape strategy and create clarity in ambiguous environments, and enough technical depth to engage credibly in architecture discussions. You have a track record of delivering complex work predictably while balancing speed, quality, and reliability, and a strong record of coaching engineers and building healthy, inclusive teams. Curiosity about AI-native products and how AI-assisted engineering is changing software development is valued.
