Technical Support Engineer

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?

The Technical Support Engineer team is looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our customers to tackle challenging technical issues they face in innovative ways.

In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams. Our job starts the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product.

This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives and address any challenges with our product. This is not a springboard into other areas or jobs at Intercom, but this is a great role for those who are looking to be part of our support team for a while and who are excited about growing alongside Intercom. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.

This position will be hybrid with the expectation to work from the office 3 days a week and work from home the remaining 2 days of the week. You are welcome to work from the office full-time if that is preferred.

What will I be doing?

• Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too

• Owning customer communications and issues from initial contact until resolution

• Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of

• Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible

• Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions

• Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers

• Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes

• Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams

  What your first 6 months will look like:

  In your first 30 days you will:

  • Complete company onboarding, becoming familiar with Intercom’s values, strategy, and goals
  • Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments
  • Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions
  • Showcase successful and proactive communication about your training progress and needs/questions that arise

  In your first 60 days, you will:

  • Continue to complete CS trainings and pass relevant assessments successfully and on schedule
  • Independently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer’s query
  • Demonstrate ownership in the execution of your work
  • Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda

  In your first 90 days, you will:

  • Receive QA reviews and action feedback
  • Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development
  • Contribute outside of the inbox via sharing suggestions and ideas for how we can improve
  • Successfully meet KPI targets and/or goals
  • Demonstrate Intercom’s Values in your work and alignment with the company vision and strategy

What skills do I need?

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!

• 1-2 years of technical support experience
• Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs
• Understanding of REST API, SDKs & Webhooks
• Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.)
• Strong customer focus (excels at + enjoys helping customers)
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
• Strong problem solving skills (ability to think critically and learn on-the-fly)
• Ability to troubleshoot and utilize resources to answer questions on baseline topics
• Ability to take on + action feedback
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

Bonus skills & attributes

• Completion of technical coding bootcamps, programs, courses, etc.
• Previous experience working in a troubleshooting environment
• Understanding code syntax or use of specifically supported frameworks
• Experience configuring our supported iOS/Android Plugins (mobile SDKs)
• Familiarity with native mobile development

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 three 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.