Senior Engineer, Infrastructure Platform

Intercom is the AI Customer Agent company, and our platform is what makes shipping that innovation possible. At Intercom, shipping is our heartbeat, and product teams shouldn't have to worry about infrastructure—it should “just work.”

We are hiring a Senior Engineer for the Infra-Platform team, part of our broader Infraservices Group. Our team’s mission is simple but powerful: prevention is better than cure. We provide the tooling and platforms that make reliability, observability, secure deployment, and velocity the default path for every engineer. We make it incredibly easy to do the right thing, and appropriately hard to do the wrong thing.

You will be joining a high-performing, high-autonomy team of deeply tenured engineers (our median tenure is five years!) who hold a high bar for execution and collaborative problem-solving. As a Senior Engineer, you will be a critical force-multiplier for the entire R&D organization. You won’t just keep the lights on; you will drive generational changes in our architecture, automate away toil, and eradicate manual work so our product teams can focus entirely on delivering customer value.

Learn how we ship 250 versions of Intercom per day, discover our engineering culture at intercom.engineering, and explore our engineering values.

• →Automate everything: Eradicate manual, repetitive, and unscalable work. You will view infrastructure challenges as software problems, building automation and tooling that accelerates R&D.
• →Drive architectural evolution: Plan, design, and execute generational changes to Intercom’s core infrastructure. You will navigate complex scaling challenges and build elasticity into our systems.
• →Deliver operational excellence: Own the reliability of our core services. You will respond to operational events, dig deep to understand why they happened, and engineer permanent, preventative solutions. 
• →Be full stack: When there is an issue, you don’t stop at the infrastructure layer. You dive deep into our application code to trace problems out to the edge and fix customer-facing issues.
• →Force-multiply through enablement: Abstract away shared concerns like security, compute, availability, and costs, so product engineers don't have to think about them. You'll scale your expertise through exceptional, easy-to-use agent skills, documentation, and reliable defaults.
• →Raise the bar: Hold yourself and your teammates accountable with deep empathy. Share your domain expertise, review code quickly, unblock your peers, and foster a culture of continuous learning and support.
• →Ship production-grade systems: Independently lead complex initiatives, owning the design, implementation, testing, and operational runbooks for high-impact infrastructure projects.

We don’t expect perfection. If you have most of this and you’re excited, we want to hear from you. We can shape the position for the right person.

• Cloud infrastructure expertise: Multiple years designing, building, and operating high-scale distributed systems and platforms in a cloud environment (ideally AWS), with accountability for availability, performance, and costs.
• Engineering rigor: Deep knowledge of modern programming languages with  infrastructure-as-code as a nice to have. You have a track record of treating infrastructure as a software engineering discipline.
• Operational obsession: Expert grasp of reliability, performance, and failure modes. You define metrics, question outliers, and rely on telemetry to guide your decisions. You treat uptime as a feature and take immense pride in the resilience of your systems.
• Developer empathy: You obsess over making things "just work" for your internal customers. You understand the pain points of product developers and know how to eliminate their friction.
• Execution and ownership: A proven track record of independently driving complex, cross-team technical initiatives from conception to production, often spanning multiple quarters.
• Clear, timely communication: You write crisp technical docs, run blameless incident reviews, present trade-offs clearly to technical and non-technical partners, and thrive in an asynchronous, fast moving, and highly collaborative environment. 

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.