Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. 

What's the opportunity? 🤔

Intercom’s Machine Learning team is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.

We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated ML product engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.

We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.

What will I be doing? 🚀

  • Play an active role in hiring, mentoring and career development of other engineers

  • Raise the bar for technical standards, performance, reliability, and operational excellence

  • Identify areas where ML can create value for our customers

  • Identify the right ML framing of product problems - Working with teammates and Product and Design stakeholders

  • Conduct exploratory data analysis and research - Deeply understand the problem area

  • Research and identify the right algorithms and tools - Being pragmatic, but innovating right to the cutting-edge when needed

  • Perform offline evaluation to gather evidence an algorithm will work

  • Work with engineers to bring prototypes to production

  • Plan, measure & socialize learnings to inform iteration

  • Partner deeply with the rest of team, and others, to build excellent ML products

What skills might I need? 📖

  • 5-8 years applied ML experience

  • Previous background in a senior/staff role (data science, software development or academic)

  • Significant, demonstrated impact that your work has had on the product and/or the teams

  • Strong programming skills

  • Experience as the primary technical leader for a team

  • Strong communication skills, both within engineering teams and across disciplines.

  • Comfort with ambiguity

  • Typically have advanced education in ML or related field (e.g. MSc)

  • Scientific thinking skills

Bonus skills & attributes 🙌

  • Track record shipping ML products

  • PhD or other experience in a research environment

  • Deep experience in an applicable ML area - E.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering

  • Strong stats or math background

  • Visualization, data skills, SQL, matplotlib, etc.

 

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!

  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

  • Open vacation policy and flexible holidays so you can take time off when you need it

  • 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’re happy to get you whatever equipment helps you get your job done

 

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

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. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

Is this role not quite what you're looking for? Join our Talent Community to stay connected with us. 

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