Intercom
Overview
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin powers a complete Intercom Customer Service Suite with AI-enhanced support and human agents for complex or high-touch queries. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses. We push boundaries, build with speed and intensity, and deliver value to customers. This opportunity is for individuals who love problem-solving and want to grow with Intercom in a hands-on Technical Support Engineer role. What’s the opportunity?
The Technical Support Engineer team seeks someone with engineering or web development experience who wants to help customers implement Intercom, diagnose issues, and communicate with product teams globally. This is a technical, hands-on role broader than a typical ticket-based support position. You will partner with customers to tackle challenging issues and ensure they get value from Intercom. This role involves helping customers integrate Intercom into their products, diagnosing problems, and acting as a bridge between customers and product teams. The role starts at the moment a customer decides to use Intercom and continues through their journey to achieve maximum value from our product. This position is for those who enjoy solving problems and who are excited to grow with Intercom. We value improvement-minded individuals who contribute ideas to make processes better for our team and customers. Work arrangement: hybrid with office 3 days per week and remote 2 days per week. You may work in the office full-time if preferred. What will I be doing?
Communicate efficiently and effectively with customers; support is primarily via Intercom, with outbound phone calls as part of our offering. Own customer communications and issues from initial contact to resolution. Become a comprehensive knowledge resource about how Intercom works and its capabilities. Collaborate with the Support team to ensure customers have a great experience and to improve product ease of use, reliability, and performance. Work with product teams to identify issues and synthesize customer feedback to inform solutions. Debug complex issues with an understanding of our codebase and customers’ tech stacks. Build tools and processes to increase team efficiency and effectiveness. Influence Intercom product direction through daily customer interactions and collaboration with product teams. What will my first 6 months look like?
First 30 days: Complete onboarding and familiarize with Intercom’s values, strategy, and goals. Engage in CS-specific trainings; learn the product and CS workflows and pass relevant assessments. Begin talking to customers via inbox and develop inbound knowledge through Paired Inboxing sessions. Communicate training progress and questions to your manager. First 60 days: Continue CS trainings and pass assessments on schedule. Independently manage inboxes; identify Problems to be Solved and address customer queries. Demonstrate ownership and proactive communication; prepare items for 1:1 discussions to drive the agenda. First 90 days: Receive QA feedback and act on it. Develop a personal growth plan with your manager and pursue ongoing development. Share improvement ideas beyond the inbox and meet KPI targets and company values. What skills do I need?
We value diverse backgrounds. Don’t hesitate to apply if you don’t tick every box. Requirements include: 1-2 years of technical support experience. Understanding of REST API, SDKs, and webhooks. Solid fundamentals and familiarity with modern tools (Slack, Chrome, Coda, Asana, etc.). Strong customer focus and communication skills; ability to be empathetic, clarify, and adapt tone. Strong problem solving and critical-thinking abilities; able to learn quickly. Ability to troubleshoot using available resources and take action on feedback. Interest in workflows and automation to improve efficiency. Track record of meeting KPIs or similar metrics; experience with coding bootcamps or equivalent programs is a plus. Experience in a troubleshooting environment and familiarity with supported mobile platforms (iOS/Android) is a plus. Benefits and culture
We offer competitive compensation, meaningful equity, comprehensive medical/dental/vision coverage, regular compensation reviews, flexible paid time off, parental leave, in-office bicycle storage, and team events. Intercom values diversity and is committed to Equal Employment Opportunity. We encourage you to apply and get future opportunities via email. Apply for this job
Intercom hires on a hybrid model and requires a 3-day-per-week in-office presence. If you are selected for an interview, you will be contacted by our recruiting team.
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Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin powers a complete Intercom Customer Service Suite with AI-enhanced support and human agents for complex or high-touch queries. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses. We push boundaries, build with speed and intensity, and deliver value to customers. This opportunity is for individuals who love problem-solving and want to grow with Intercom in a hands-on Technical Support Engineer role. What’s the opportunity?
The Technical Support Engineer team seeks someone with engineering or web development experience who wants to help customers implement Intercom, diagnose issues, and communicate with product teams globally. This is a technical, hands-on role broader than a typical ticket-based support position. You will partner with customers to tackle challenging issues and ensure they get value from Intercom. This role involves helping customers integrate Intercom into their products, diagnosing problems, and acting as a bridge between customers and product teams. The role starts at the moment a customer decides to use Intercom and continues through their journey to achieve maximum value from our product. This position is for those who enjoy solving problems and who are excited to grow with Intercom. We value improvement-minded individuals who contribute ideas to make processes better for our team and customers. Work arrangement: hybrid with office 3 days per week and remote 2 days per week. You may work in the office full-time if preferred. What will I be doing?
Communicate efficiently and effectively with customers; support is primarily via Intercom, with outbound phone calls as part of our offering. Own customer communications and issues from initial contact to resolution. Become a comprehensive knowledge resource about how Intercom works and its capabilities. Collaborate with the Support team to ensure customers have a great experience and to improve product ease of use, reliability, and performance. Work with product teams to identify issues and synthesize customer feedback to inform solutions. Debug complex issues with an understanding of our codebase and customers’ tech stacks. Build tools and processes to increase team efficiency and effectiveness. Influence Intercom product direction through daily customer interactions and collaboration with product teams. What will my first 6 months look like?
First 30 days: Complete onboarding and familiarize with Intercom’s values, strategy, and goals. Engage in CS-specific trainings; learn the product and CS workflows and pass relevant assessments. Begin talking to customers via inbox and develop inbound knowledge through Paired Inboxing sessions. Communicate training progress and questions to your manager. First 60 days: Continue CS trainings and pass assessments on schedule. Independently manage inboxes; identify Problems to be Solved and address customer queries. Demonstrate ownership and proactive communication; prepare items for 1:1 discussions to drive the agenda. First 90 days: Receive QA feedback and act on it. Develop a personal growth plan with your manager and pursue ongoing development. Share improvement ideas beyond the inbox and meet KPI targets and company values. What skills do I need?
We value diverse backgrounds. Don’t hesitate to apply if you don’t tick every box. Requirements include: 1-2 years of technical support experience. Understanding of REST API, SDKs, and webhooks. Solid fundamentals and familiarity with modern tools (Slack, Chrome, Coda, Asana, etc.). Strong customer focus and communication skills; ability to be empathetic, clarify, and adapt tone. Strong problem solving and critical-thinking abilities; able to learn quickly. Ability to troubleshoot using available resources and take action on feedback. Interest in workflows and automation to improve efficiency. Track record of meeting KPIs or similar metrics; experience with coding bootcamps or equivalent programs is a plus. Experience in a troubleshooting environment and familiarity with supported mobile platforms (iOS/Android) is a plus. Benefits and culture
We offer competitive compensation, meaningful equity, comprehensive medical/dental/vision coverage, regular compensation reviews, flexible paid time off, parental leave, in-office bicycle storage, and team events. Intercom values diversity and is committed to Equal Employment Opportunity. We encourage you to apply and get future opportunities via email. Apply for this job
Intercom hires on a hybrid model and requires a 3-day-per-week in-office presence. If you are selected for an interview, you will be contacted by our recruiting team.
#J-18808-Ljbffr