AI Platform Engineer
Hybrid
Full Time
#AI
#Customer Service
#Engineering
#AI Tools
#Automation
#Developer Experience
#Python
#JavaScript
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.
AI Platform Engineer
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent, Fin, is transforming customer service for nearly 30,000 global businesses. But we believe the same kind of AI transformation should power our internal engineering org too—helping every Intercom engineer do their best work, faster and with less friction.
What’s the opportunity?
We’re hiring an AI Platform Engineer for our Builder Tools - AI Enablement Team. This is a unique chance to help turn Intercom’s entire software engineering organization into an AI-first engineering org. You’ll work across our codebases, developer environments, and internal tooling to develop and enable widespread and effective AI tooling adoption. Our goal: eliminate toil, reduce drag, and boost productivity for every engineer at Intercom - making AI a trustworthy, everyday accelerant, not just a shiny add-on.
This is not a “research” or “strategy” team. You’ll ship tangible solutions that work, prove value, and scale what helps. You’ll focus on developer enablement: operationalizing AI for real-world engineering effectiveness.
What will I be doing?
- AI-Driven Automation: Build and evolve automation agents that handle routine, high-volume maintenance work (like stale feature flag cleanup, dead code removal, exception fixing) with human-in-the-loop review. Prioritize, prototype, and iterate on automation that truly saves engineers time.
- AI-First Developer Experience: Make AI-powered tools (IDEs, agents, automations) the default in our development environments - for everyone from engineers to PMs and designers. Ship fully-configured environments, automate setup, and gather feedback to continuously improve usability and trust.
- AI-Optimized Codebases: Help make our codebases more navigable and “AI-friendly” - from deep refactoring, restructuring and documenting code to implementing standards that boost agent accuracy and code suggestion quality. Work directly with repo owners to trial improvements, audit for high-friction patterns, and feed domain context into tools.
- Engineering Enablement & Culture Shift: Drive a continuous feedback and learning loop: track adoption and impact of AI tooling, amplify best practices, and help foster a culture where AI is used confidently and effectively. Partner with engineering leaders and internal “AI champions” to support teams and celebrate wins.
- Empower AI Engineering: Focus on reducing friction and building confidence in AI adoption - never pushing tools for their own sake. You’ll help engineers want to use AI because it works and saves them time.
What skills do I need?
- Proven engineering track record: Multiple years building, supporting, or enabling high-performing engineering teams, ideally in a SaaS or platform context. Experience introducing new tools or workflows that actually got adopted and made a difference.
- AI toolchain familiarity: Hands-on experience with (or deep curiosity about) modern AI-powered developer tools - AI code assistants, agents, prompt engineering, or similar.
- Strong software fundamentals: Deep knowledge of at least one major programming language and development stack (JavaScript, Python, Ruby, etc). Experience structuring, documenting, and modernizing large codebases is a plus.
- Developer experience focus: You care about dev velocity, automation, and removing friction. You’ve built, shipped, or managed things like code quality tools, CI/CD, dev environment automation, or internal documentation.
- Enabler and communicator: You’ve enabled others - engineering or non-engineering contributors - to be more effective. You enjoy mentoring, sharing best practices, and building bridges across teams. You can articulate technical challenges and solutions, and you listen before acting.
- Bias to action, pragmatic: You move fast, iterate, unblock yourself, and aren’t afraid to buy over build, or sunset what isn’t working. You care about outcomes, not just outputs.
What will success look like?
- AI tools installed and trusted by default for all engineers and non-engineers.
- Local dev experience supports rapid onboarding and cross-functional collaboration.
- Tangible reduction in engineering toil and repetitive work
- Clear, widely-adopted standards for “AI-friendly” codebases.
- Culture of AI adoption: confident usage, continuous learning, and shared best practices across teams.
Why join us?
You’ll be at the heart of Intercom’s shift to AI-first engineering - giving engineers superpowers, shipping solutions that get real traction, and building a foundation for world-class developer productivity. You'll work alongside kind, driven colleagues, and have the autonomy to make a company-wide impact.
Benefits
- 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.
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