Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.
Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.
What's the opportunity? 🤔
The Data team builds and runs distributed systems and tools supporting Intercom by empowering people with information. As the company grows, so does the volume and velocity of our data along with the appetite for increasingly sophisticated and specialized data solutions.
Our team builds, maintains, evolves, and extends the data platform, enabling our partners to self-serve by creating their own end-to-end data workflows, from ingestion through transforming data and evaluating experiments to analyzing usage and running predictive models. We provide the data foundation to support many highly impactful business and product-focused projects.
We’re looking for a Senior Analytics Engineer to join us and collaborate on data-related initiatives, who is passionate about making quality data available for our stakeholders.
We currently operate in a hybrid working model and this role is open to our San Francisco or Dublin, Ireland offices.
What will I be doing? 🚀
- Be a “Curator” of the Data Warehouse. Provide clean data sets to end users, modeling data in a way that empowers end users to answer their own questions. This includes working on Intercom’s Enterprise Data Model, Metrics- and other frameworks.
- Optimize dbt models
- Be a thought leader in refining the ways we are developing, testing, deploying, organizing and documenting dbt models and our data warehouse.
- Help evolving the Data Platform by contributing to the design and implementation of the next generation of the stack, both from infrastructure and from data modeling point of view.
- Collaborate with product managers, go-to-market teams as well as analysts and data scientists to build automation and tooling to support their needs in an environment where dozens of changes can be shipped daily. This includes a lot of quality-of-life tooling to automate away daily toil to help everyone focus on high value added tasks.
- Implement systems to monitor what we have built, to detect and surface both bottlenecks and problems with the infra and data quality issues.
Recent projects the Data Group has delivered:
- Redshift to Snowflake migration
- Switch to DBT from in-house transformations framework
- Refactoring of financial modeling on dbt
What skills do I need? 📖
- You have a very strong understanding of SQL, and significant experience in data modeling, warehouse design.
- Strong professional experience or understanding of tools and technologies that are in our stack, such as Snowflake, DBT, or equivalent technologies.
- Worked with Apache Airflow - we use Airflow extensively to orchestrate and schedule all of our data workflows. A good understanding of the quirks of operating Airflow at scale would be helpful.
- You are aware of the importance of data security and are passionate about privacy.
- You can demonstrate the impact of your work.
Bonus skills & attributes 🙌
- You have years of full-time, professional work experience using a modern programming language on a daily basis. Strong preference for Python
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
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
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.
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