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?

We are looking for a Senior Frontend Engineer to join our Frontend Tech platform team. This is an excellent opportunity to join a team dedicated to improving how Intercom builds our user interfaces with a mission focused on making it easier for product teams to develop, iterate on, and ship high-quality products quickly.

We're currently adopting React as a core part of our frontend stack, which means there's real scope for a successful candidate to shape how we modernise our tech and rethink our frontend architecture from the ground up.

In this role, you’ll work on everything from design systems to localisation, frontend architecture, build tooling, and observability. You’ll collaborate with teams across Intercom, introduce new technologies and patterns, remove roadblocks for other engineers, and help improve developer experience and velocity. The work you do will directly shape the foundations of how we build products at Intercom.

Our team plays an essential role in enabling the broader company mission: delivering a fast, elegant Messenger, a powerful teammate experience, and a reliable, secure platform—all at scale, and all while shipping hundreds of changes to production every day.

To learn more about how we work, visit intercom.engineering and read about our engineering values.

What will I be doing?

• Collaborate with other world-class domain experts to shape our technical direction and frontend infrastructure.
• Actively contribute to our technical strategy and architecture as we continue to scale deeply owning aspects of our infrastructure at Intercom and autonomously executing on high impact projects.
• Develop new tools and services that make it fast, safe, and easy for other Intercom engineers to leverage our web frameworks.
• Participate in all phases of software development, including ideation, prototyping, design, and implementation.
• Play an active role in hiring, mentoring, and career development of other engineers.
• Raise the bar for technical standards, performance, reliability, and operational excellence.

What skills do I need?

• 5+ years of experience using React to build or support complex UIs.
• Deep knowledge of Web UI technologies (JavaScript, CSS, HTML) and Node.js.
• A proven track record of enabling other engineers or product teams.
• Ideally, experience building or supporting a SaaS product in a previous role and enjoying the impact of globally used software.
• Significant, demonstrated impact on product and team performance in previous roles.
• Proficient with standard software engineering methodologies, e.g., unit testing, code reviews, design documentation.
• Able to effectively articulate technical challenges and solutions.
• Ability to learn quickly, iterate, unblock oneself, and persist until the right problem is solved

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!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• 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 also offer Windows for certain roles when needed

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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