The Position:

The mission, should you choose to accept it, is to pioneer and scale Ripple Treasury's liquidity platform into the future. If you enjoy solving complex business problems in a fast-paced, collaborative, and iterative environment this might be the right role for you!

At Ripple, you’ll be a part of makers, breakers, doers, and progressives, who love to solve real problems and meet real customer needs. As an established FinTech leader in the SaaS treasury management space, our vision is to create the next-generation of technology tools for the global, corporate financial office.

We are seeking an innovative and forward-thinking Engineering Manager passionate about building a world-class platform through a world-class team. Driving the technical direction the technology, the evolution of team, and the engineering excellence to make magic happen.

About the Cash Forecasting team:

Cash Forecasting is our AI-amplified treasury solution that helps CFOs and treasury teams move beyond error-prone spreadsheets to achieve real-time cash visibility and predictive accuracy.

The platform integrates seamlessly with major ERPs and banking systems to automatically capture, categorise, and analyse transactional data across multiple currencies and business units. Leveraging our proprietary GSmart AI technology, the solution continuously learns from historical cash flows, sales data, and treasury information to automatically select optimal forecasting algorithms and improve accuracy by over 30%.

You'll work on sophisticated machine learning models, automated variance analysis, real-time data orchestration from diverse financial sources, and intuitive dashboards that allow users to drill down from high-level summaries to individual transaction details. This is a critical platform managing over $100 billion in daily cash flow for enterprise customers across 40+ countries, with the technical challenge of delivering rapid 90-day implementations while maintaining enterprise-grade security and scalability.

What You’ll Do:

• Lead a portfolio of diverse technology projects and a team of software engineers with deep experience in event driven cloud native services, and full stack systems to create solutions that help meet the needs of business and customers
• Collaborate with product managers, and deliver robust cloud-based solutions
• Make decisions on the design, architecture, and delivery of systems
• Build teams and be an active coach and mentor to your team and grow them in their careers
• Drive agile development and analytical methodologies every day
• Strive to continuously improve the operations, processes, methodologies, technology choices, and practices of the team
• Interact with your team, customers, and peers to share information and improve cross-department processes
• Strive for transparency and partnership between our engineers and our business partners
• Engage in concept discussions, and proposed technology solutions, to meet business objectives and influence such decisions
• Ensure all work meets quality, operational, and architectural standards needed for organisational success
• Be a champion of the YBIYRI ethos (you-build-it-you-run-it), which includes participating in their on-call pager rotation.

Who You Are:

• A leader, first and foremost
• An influential and effective communicator
• Highly skilled at developing people, building high impact teams, and attracting top talent
• Strong proficiency with the software development lifecycle and engineering excellence processes, Agile methodologies, along with skills in leading moderately sized projects
• Technical savvy, allowing you to guide complex technical discussions, weighing the tradeoffs, and advocate for sound decisions
• A skilled operator of Agile practices and data driven methodologies
• Ideally, possess deep knowledge and experience with AWS, and the Ruby/Rails tech stack

Team Enablement & Mentorship:

• Mentor engineers, helping them grow into technical leadership roles
• Break down complex, ambiguous problems into actionable work that distributes effectively across the team
• Champion engineering best practices including observability, incident response, and production excellence
• Share your enthusiasm for tech trends, explore and learn new technologies

Cross-Functional Impact:

• Partner with Product and Customer Success teams to translate business requirements into scalable technical solutions
• Collaborate across distributed teams (Ireland, U.S., Philippines, Australia) to drive alignment on technical approaches
• Influence product roadmap by identifying technical opportunities that create competitive advantages
• Bridge the gap between technical implementation and business value, helping the team prioritise high-impact work

Maximise Agility:

• Identify and eliminate bottlenecks in the development lifecycle that slow down the entire team
• Drive adoption of modern engineering practices that improve developer experience and productivity
• Lead post-mortems and blameless retrospectives that turn incidents into learning opportunities

Ownership & Accountability:

• Own critical systems end-to-end, from design through production support
• Take responsibility for production reliability and proactively prevent incidents
• Step into ambiguous situations and drive them to resolution without needing explicit direction
• Make tough technical trade-off decisions and clearly communicate the reasoning

What's the opportunity?

Fin is the #1 AI agent for customer service. It resolves over 1M customer conversations every week, and we're just getting started. We're on the cutting edge of defining how AI agents should work — inventing paradigms that didn't exist six months ago and discovering entirely new problem spaces every time we push the technology further.

This role sits at the heart of the Service Agent pillar — 12 teams and growing, building every capability that makes Fin work. You'll partner at the strategic pillar level: broad context across work streams, deep technical understanding of how Fin operates end-to-end, and the autonomy to decide where you need to go next. When we need a new work stream spun up from scratch — a brand new team, an ambiguous problem space, aggressive timelines — you're the person who makes that happen.

The competitive landscape is intense. Fast-moving AI-native startups are coming hard for this space, shipping aggressively and going after the same deals we are. We need someone who thrives under that pressure, who can maintain technical excellence while moving at startup speed within a company that has the resources and customer base to make that speed count.

What will you do?

• Partner at the strategic pillar level. You'll have broad context across work streams and use that to inform technical strategy and investment priorities. What should we care about? Where should we invest? Where do you need to step in? These are your decisions.
• Spin up 0-to-1 work streams. Bring together engineers who've never worked as a team, disambiguate the problem space, build momentum under aggressive timelines, set high expectations, and drive execution.
• Execute on the most ambiguous, highest-stakes problems. You're hands-on. You write code, you ship features, you're deep in the weeds. We've seen too many Principal Engineers who are brilliant but too far from execution to be effective here.
• Lead experimental work at the AI frontier. Run your own A/B tests, do prompt engineering, build evals, and calibrate accuracy, cost, and latency for LLM-powered features. Much of what we're building are new paradigms for customer-facing software.
• Shape long-term technical strategy through execution. Your hands-on work informs the architecture. You're simultaneously building and thinking about what needs to change about how we build products — data models, system design, the shift from GUI-first to agent-first interfaces.
• Work across the full stack in an AI-first development environment. Every engineer has Claude Code with unlimited tokens and a sophisticated ecosystem of MCP servers, skills, and shared context. You'll push the boundaries of what's possible with AI-assisted development and help shape how the entire engineering org works.
• Raise the bar for the people around you. Give direct, actionable feedback that changes outcomes. We don't need someone who mentors juniors on the basics — we need someone who can accelerate and grow the senior and staff engineers around them.

What are we looking for?

The core requirement: engineering depth and product thinking. We need someone who combines deep engineering ability with strong product and design instincts — not one or the other. We don't want engineers who are technically brilliant but disconnected from the product. And we don't want product-minded engineers who have great instincts but can't execute at the level this work demands. You need to be able to both build complex systems AND identify the right problems to solve. This is the single most important dimension we evaluate on.

Beyond that:

• Operated at real scale and has builder energy. You've likely spent time at companies operating at significant scale — the kind of environment where you've seen what large-scale distributed systems actually look like in production. But you also have startup DNA: urgency, resourcefulness, a bias toward building over discussing.
• AI fluency. You're actively experimenting with AI-assisted development, pushing the boundaries of what's possible, and forming opinions about how it changes the way teams build software. This matters more than any specific stack experience.
• Deep technical depth with breadth. You can go deep into the weeds on at least one technical domain, but you also navigate complex multi-team systems with ease. In conversation, you move fluidly from business context to technical strategy to implementation details.
• Communication as a superpower. You can explain to leadership why a technical investment matters, align multiple teams around a complex project, and then walk an engineer through the gnarly implementation details. This role lives and dies on your ability to communicate across every level.
• Extreme autonomy. You partner with the Engineering Director on where you think the pillar needs to go next. You identify problems, form convictions, and act on them. If you're the kind of engineer who waits to be told what to work on, this isn't the right role.
• Critical thinking about the business. You understand what Intercom is optimizing for and translate that into technical decisions. Which work streams need investment? Where are we falling behind? What should we defund to go harder somewhere else? You think at this level naturally.
• At least ~10+ years of experience, with significant time as a technical leader driving complex projects across multiple teams and stakeholders.
• Stack agnostic. We use Ruby on Rails, React (migrating from Ember), and AWS. But AI tools increasingly abstract the stack — what matters is your ability to learn, build, and operate effectively with tools like Claude Code. If you're great with a high-level programming language and fluent with AI-assisted development, you'll be productive fast.

Why Intercom, why now?

Fin is #1 — and the race is heating up. We built the leading AI agent for customer service, but fast-moving AI-native startups are coming for this space. This is one of the most consequential competitive moments in tech history, and the engineering decisions made in the next 12 months will determine who wins.

A rare pivot that actually worked. Intercom has been building for 15 years — deep product, massive customer base, strong revenue. But unlike most legacy SaaS companies, we made a successful pivot to AI. While most of SaaS trends down, Intercom trends up. We recently raised $250M to go even further even faster..

AI-first engineering culture. Every engineer gets Claude Code with unlimited Opus 4.6 tokens and 1M context. We're investing heavily in the platform capabilities — MCP servers, skills, shared tooling — that make AI-assisted development genuinely transformative. You'll be at the sharp edge of figuring out what this means for how teams work.

The sweet spot. Big enough to have real resources, customers, and revenue. Small enough that you have genuine agency. Bold enough to make decisions that most companies of this size wouldn't. You come to Intercom if you want the impact of a startup with the backing of a company that's been winning for 15 years.

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.

#LI-Hybrid

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!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated
• 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.

An overview of this role

As a Backend Engineer on the Secret Detection team, you'll help protect sensitive data by building the services, scanning workflows, and remediation paths that prevent leaked secrets from reaching production. Your work will contribute to the full secret management lifecycle, from push protection to pipeline-based scanning, validation, and auditability, so developers can move quickly without taking on avoidable security risk. This is a strong opportunity if you want to work on security features with clear customer impact, improve detection quality, and help teams act when credentials, API keys, or other secrets are exposed.

You'll focus on backend systems that power Secret Detection across GitLab's DevSecOps platform, working closely with product management and engineering peers in an async-first environment. In your first year, you'll contribute to core product capabilities, improve performance and result quality, and help shape technical direction through code reviews, RFCs, and proof of concepts.

Some examples of our projects:

• Prevent secret leaks in source code with GitLab Secret Push Protection
• Verify validity of secret detection findings

What you’ll do

• Guide the design and implementation of backend features for GitLab Secret Detection in Ruby on Rails, GraphQL, and Go, delivering capabilities that improve coverage, reliability, or response time for secret detection workflows.
• Build clean, well-tested, maintainable code that meets GitLab standards for reliability and performance, helping reduce regressions and maintain backend systems at scale.
• Partner with product management and engineering peers to deliver backend capabilities that improve detection, validation, remediation, and audit trail coverage across the secret management lifecycle.
• Improve detection quality by reducing false positives, strengthening secret validation workflows, and enabling faster, more effective remediation paths.
• Contribute to code reviews, RFCs, and proof-of-concept work that guide technical approaches across the Secret Detection category.
• Identify technical debt and operational inefficiencies, then propose and implement practical improvements.
• Diagnose performance and optimization issues in backend systems and implement improvements that increase efficiency, scalability, and service reliability.
• Work effectively in a globally distributed, async-first team while participating in planning, engineering discussions, and pairing when needed.

What you’ll bring

• Experience building backend applications and services using Ruby on Rails, with working knowledge of GraphQL and interest in backend-focused product development.
• Experience designing and delivering secure, maintainable systems that power production web applications at scale.
• Knowledge of security concepts, common vulnerabilities, mitigation techniques, and secure coding practices.
• Background developing or working with security tools or products, especially in areas related to code scanning or secret detection.
• Experience investigating performance issues and improving backend reliability, efficiency, and maintainability.
• Ability to work closely with cross-functional partners, including product, design, and technical writing, to deliver useful product outcomes.
• Communicate clearly in writing and in conversation, especially in remote, async-first environments with distributed teams.
• Bring transferable experience and a willingness to grow into parts of the security or Go stack.

About the team

The Secret Detection team owns GitLab's Secret Detection category, and we build the backend systems and related user workflows that help developers identify and mitigate exposed secrets as code is contributed. We work with the broader security product suite while maintaining focused investment in secret scanning quality, validation, remediation, and developer experience. Our work spans Rails and Go services, and we work primarily asynchronously across time zones as a globally distributed team. Current opportunities include expanding coverage across the secret management lifecycle and improving result quality across the findings our tools detect. For more on how we work, see the Team Handbook page.

An overview of this role

As a Staff Engineer on GitLab's Software Composition Analysis team, you'll drive hands-on implementation of security features that help customers understand and manage risks in their software supply chain. Your focus will be on enhancing GitLab's SCA capabilities in dependency scanning and container scanning. You'll work directly on architecture and technical implementation and help the team push forward on three core goals: Gather (introducing data points that help customers understand the urgency of issues, like reachability analysis and supply chain poisoning detection), Integrate (providing other teams with innovative collection techniques for better workflows), and Optimize (solving data correlation at massive scale). You'll contribute hands-on code, help solve novel technical challenges, and establish patterns that improve how the distributed team works together across multiple time zones.

Examples of some future features that you may help build: 
- Dependency scanning for unmanaged C/C++ 
- Dependency Scanning for Yocto environments 
- Vulnerability detection using CPE-based matching against package metadata

What you’ll do

• Implement complex features in dependency scanning and container scanning, shipping improvements that increase scan coverage, improve accuracy, and drive adoption of GitLab's SCA capabilities
• Solve novel technical problems in SCA, establishing reusable patterns that reduce delivery time and improve engineering effectiveness across the team
• Guide architectural and implementation decisions in collaboration with engineering managers, product managers, and peer engineers to improve scalability, reliability, and delivery outcomes across the team's SCA architecture
• Contribute code, design reviews, and technical mentorship that raise quality standards, improve maintainability, and strengthen performance across the codebase
• Collaborate across GitLab's security domain to align SCA work with related efforts in vulnerability management and adjacent product areas, accelerating delivery of shared roadmap goals and improving coordination across related security efforts
• Identify and resolve technical debt, prioritizing changes that improve team velocity, code health, and long-term maintainability across the team's core SCA services
• Translate product needs and customer feedback into technical solutions in partnership with product, UX, and security stakeholders, delivering features that address high-impact customer risks and advance shared roadmap goals

What you’ll bring

• Hands-on experience in Software Composition Analysis and the ability to contribute to complex security features in dependency scanning and container scanning
• Deep hands-on expertise in building and evolving dependency scanning and container scanning analyzers
• Demonstrated ability to design solutions that balance complexity, performance, and maintainability
• Expertise with backend technologies, particularly Go and/or Ruby on Rails, with ability to pick up new technologies quickly
• Familiarity with cloud providers like GCP, CloudFlare, or AWS
• Ability to evaluate technical tradeoffs in SCA and security tooling, with proven success delivering maintainable solutions that help customers manage software supply chain risk
• Ability to work effectively in distributed, async-first teams across multiple time zones
• Experience explaining complex technical and security concepts to engineers and stakeholders

About the team

The Software Composition Analysis team is part of GitLab's Sec Engineering group, and we focus on building capabilities that help customers identify and manage risks in their software supply chain. We work across areas including dependency scanning, container scanning, and license scanning, and we work closely with product, UX, security, and adjacent engineering teams to close important feature gaps in GitLab's platform. Our team members are distributed across regions including Europe and North America, so we rely on clear documentation, asynchronous communication, and thoughtful coordination across time zones. This opportunity is centered on helping us deliver complex security features while balancing hands-on technical progress with strong team execution.

An overview of this role

You'll join GitLab's Software Supply Chain Security stage as the Staff Engineer, Secrets Management, providing technical leadership for GitLab's strategic investment in integrated secrets management. You'll set the technical direction for GitLab Secrets Manager, our OpenBao-powered solution that helps customers securely store, distribute, and manage the lifecycle of secrets used across CI/CD pipelines. This role sits at the intersection of the GitLab platform and the OpenBao open source project: you'll drive architecture decisions for multi-tenant secrets management at scale, guide integration into GitLab, and contribute upstream so we can deliver capabilities customers can trust.

In your first year, your success will look like a clear, scalable architecture for GitLab Secrets Manager, reliable performance that meets GitLab.com needs in partnership with Infrastructure teams, and strong cross-team alignment across Pipeline Security, Authentication, and Platform. You'll also represent GitLab in OpenBao's governance and technical discussions, helping ensure our product direction and upstream contributions reinforce each other.

How we interview

Our process includes technical interviews and stakeholder conversations focused on how you partner across functions and drive alignment.

You should expect questions about how you collaborate with cross-functional partners and communicate tradeoffs in ambiguous, high-impact work.

What you'll do

• Lead the technical strategy for GitLab Secrets Manager, setting architecture direction for secure, multi-tenant secrets management at scale.
• Own the integration between GitLab and OpenBao, including namespaces, authentication mechanisms, and policy management.
• Collaborate with Pipeline Security, Authentication, and Platform teams to propose, review, and deliver cross-team secrets management improvements.
• Partner with GitLab.com Infrastructure teams to ensure secrets management meets reliability, performance, and operational requirements.
• Represent GitLab in the OpenBao open source project by contributing features upstream, participating in technical steering discussions, and maintaining strong technical credibility.
• Mentor and advise engineers on secrets management, cryptographic systems, and secure architecture patterns, raising the quality and consistency of designs and implementations.
• Interface with engineering managers and senior leadership to scope initiatives, clarify tradeoffs, and unblock delivery across teams.
• Engage with customers and external stakeholders to understand real-world needs and communicate GitLab's secrets management capabilities and roadmap direction.

What you'll bring

• Experience designing and operating secrets management systems (for example, HashiCorp Vault, OpenBao, or cloud-native offerings), including secure storage, access control, and audit logging.
• Ability to lead architecture decisions for resilient, multi-tenant services that handle secrets operations at scale, including high availability and cluster management patterns.
• Working knowledge of cryptographic and key management concepts, such as encryption in transit and at rest, key derivation, and hardware security module (HSM) or PKCS#11 integrations.
• Experience implementing authentication and authorization integrations, such as JSON Web Token (JWT) or OpenID Connect (OIDC), mutual Transport Layer Security (mTLS), and certificate-based authentication.
• Proficiency building product integrations in Go (within the OpenBao or Vault ecosystem) and Ruby on Rails for GitLab platform integration.
• Experience contributing to open source projects and working effectively with distributed governance, balancing upstream needs with product requirements.
• Demonstrated ability to operate with high autonomy, drive strategy, and serve as a trusted partner to senior leaders (including constructively challenging assumptions and tradeoffs).
• Strong communication and collaboration skills to influence across teams and levels, including mentoring engineers and working in a fully remote, asynchronous environment.

About the team

The Secrets Management team sits within the Pipeline Security group in GitLab's Software Supply Chain Security stage. We own GitLab Secrets Manager, an OpenBao-powered capability that helps teams securely store, distribute, and manage the lifecycle of secrets used across continuous integration and continuous delivery (CI/CD) pipelines. The team works closely with Authentication, Authorization, Compliance, and Platform counterparts to deliver secure defaults, reliable operations for GitLab.com, and product-grade integration between GitLab and OpenBao (including namespaces, authentication, and policy management). Our core challenge is building multi-tenant secrets management at scale while balancing upstream open source collaboration with the needs of GitLab customers.

An overview of this role

As a Staff Backend Engineer (Python) on the Duo Chat team in AI Engineering, you'll lead the backend architecture that powers GitLab Duo Chat across the GitLab DevSecOps platform. You'll solve hard problems in building reliable, secure, and scalable AI-powered chat workflows so customers can plan, write, review, and secure code faster, with confidence. This is a hands-on technical leadership role where you'll set direction for how we integrate and evolve large language model providers (including Google Vertex AI) across Ruby on Rails and Python services, raise the bar on observability and testing, and guide the team through ambiguous, high-impact technical decisions. Over your first year, you'll be expected to drive key architectural choices, reduce technical debt that slows iteration, and help the team ship durable improvements to response quality, reliability, and maintainability.

Some examples of our projects:

• Integrate new generative AI models and providers into GitLab Duo Chat to expand capabilities and improve response quality
• Improve debugging, observability, and test coverage for AI-powered chat workflows to increase reliability at scale

What you'll do

• Define the technical architecture and technical roadmap for the Duo Chat group, aligning backend execution with product direction and engineering priorities
• Solve the highest-scope and most ambiguous backend problems, delivering secure, well-tested, performant solutions with minimal guidance
• Integrate and extend generative AI capabilities in GitLab Duo Chat, including large language models (LLMs) and providers such as Google Vertex AI
• Develop, ship, and maintain backend features across Python and Ruby on Rails services that power Duo Chat experiences across the GitLab platform
• Design, implement, and review GraphQL application programming interface (API) contracts and supporting backend logic to ensure reliability, scalability, and clear frontend integrations
• Improve observability, debugging workflows, and incident readiness by strengthening logging, tracing, and production troubleshooting practices
• Drive code quality and long-term maintainability by setting internal standards, leading code reviews, and identifying and reducing technical debt
• Mentor engineers across the team and participate in Tier 2 on-call rotations, contributing to root cause analysis and follow-up improvements to resiliency and testing (including RSpec)

What you'll bring

• Production experience building and operating backend services in Python, including background jobs, APIs, and data models
• Ability to define and evolve technical architecture by weighing trade-offs, selecting patterns and tools, and setting a clear technical direction for others to follow
• Experience setting and driving a technical roadmap in partnership with product and engineering stakeholders
• Proficiency designing and maintaining REST and/or GraphQL APIs with attention to scalability, maintainability, and backward compatibility
• Hands-on experience integrating large language models into applications, including prompt design and building features powered by generative AI
• Strong SQL skills and experience working with relational databases such as PostgreSQL, including efficient queries and data modeling
• Experience mentoring engineers through code review, architectural guidance, and shared standards, and communicating complex technical decisions in a clear, async-first way
• Comfort contributing in a mature codebase across Python and Ruby on Rails, with openness to learning and applying transferable skills from related technologies or domains

About the team

The Duo Chat team sits within GitLab's AI Engineering organization and is responsible for building and evolving GitLab Duo Chat, the AI-powered chat experience embedded across the GitLab DevSecOps platform. You'll work with a small, cross-functional group of backend, frontend, and AI specialists who collaborate asynchronously across time zones, using GitLab issues, merge requests, and documentation as the primary way of working. The team focuses on integrating and scaling generative AI capabilities (including providers like Google Vertex AI), improving reliability and performance, and strengthening debugging, observability, and testing workflows so customers can safely use AI to plan, write, review, and secure their code across GitLab.

An overview of this role

As a Senior Backend Engineer (AI) in the Verify stage at GitLab, you'll help shape and scale the core infrastructure behind GitLab CI. You'll play a key role in how we integrate AI into CI/CD workflows, working on features that improve performance, reliability, and usability for people running millions of CI jobs, from small teams to the largest enterprises.

AI is a top priority in the year ahead. In this role, you'll go beyond using AI tools — you’ll design, build, and iterate on AI-assisted and agentic CI experiences. You’ll help define and implement patterns for how we measure success, how we instrument behavior in production, and how we account for large language model limitations in real-world environments. You’ll also help integrate GitLab's Duo Agent Platform into CI workflows at scale, on a foundation that's fast, reliable, secure, and observable.

In this role, you will:

• Collaborate with Engineering, Product, and UX partners to refine priorities: where we can move faster, where we’re missing data, and where there’s whitespace to innovate.
• Contribute to defining what success looks like across our AI agents, ensuring we’re not just shipping, but learning from how features perform in production.
• Keep a close eye on the competitive landscape and emerging AI-native DevOps tools, helping us understand what it takes to keep GitLab CI best-in-class in an increasingly agentic world.

Examples of Agentic CI work we have planned for the upcoming year:

• AI Pipeline Builder, the foundational CI agent that auto-creates pipelines for new projects and serves as the launchpad for onboarding new CI users.
• Automate the Fix a Failing Pipeline flow at scale – from dogfooding on internal GitLab projects through to safe, controlled rollout for customers, solving real infrastructure and scalability challenges.
• Build the instrumentation and observability layer that makes agentic CI trustworthy — trigger volume dashboards, retry rates, cost safeguards — so we can measure what’s working, catch what isn’t, and iterate with confidence.
• Harden the CI pipeline execution infrastructure that these agents depend on: database access patterns, background processing, and job orchestration built to handle the additional load that AI-driven automation introduces at enterprise scale.

What you’ll do:

• Design, build, and operate backend features that make GitLab CI fast, reliable, and easy to use at scale.
• Implement AI-powered and agentic CI capabilities that integrate with GitLab’s Duo Agent Platform.
• Instrument, monitor, and improve CI systems using data, observability, and safe rollout practices.
• Write secure, well-tested Ruby on Rails code in our monolith, improving existing features while reducing technical debt.
• Collaborate cross-functionally with Product, UX, and Infrastructure, mentoring others and raising engineering standards across the Verify stage.

What you’ll bring:

• Strong Ruby on Rails backend experience in a large, production codebase.
• In-depth experience building and operating AI-powered backend features in production.
• A data- and observability-driven approach to diagnosing issues, improving reliability, and validating impact.
• Clear written and verbal communication, with a collaborative, mentoring mindset in a remote, async environment.
• Hands-on experience building, running, and debugging high-traffic production systems, ideally in CI, workflow orchestration, or adjacent infrastructure-heavy domains.Nice to have
• Experience with AI agents or agentic frameworks (for example, LangChain or similar technologies) and building agentic workflows in production environments.
• Strong PostgreSQL skills, including data modeling, query tuning, and scaling large tables through proactive performance investigation and remediation.

An overview of this role

As a Senior Backend Engineer on the Pipeline Security team, you'll take technical ownership of GitLab's native Secrets Manager, a production system built on OpenBao that helps secure sensitive credentials across GitLab CI/CD pipelines. You'll work at the intersection of backend engineering and infrastructure, shaping architecture in Ruby on Rails and Go, guiding decisions around role-based access control (RBAC), GraphQL APIs, and Kubernetes deployment configuration. In your first year, you'll help move Secrets Manager toward general availability, establish technical patterns the team can build on, and represent the team's point of view in cross-functional discussions. You'll have end-to-end ownership, from design through production operations, with room to identify what should be built next and improve how the team delivers secure, reliable features.

What you'll do

• Build and maintain secure, readable backend code primarily in Ruby on Rails, with some development in Go for targeted components.
• Design backend architecture for complex security features, including secrets access control, pipeline security enforcement, and OpenBao integration.
• Lead the development of role-based access control models, GraphQL APIs, and supporting application patterns for features owned by the team.
• Own features end to end, from technical design and implementation through deployment, validation, and production support.
• Collaborate with Product, security partners, and other engineering teams to document tradeoffs, align on direction, and deliver iteratively in a distributed environment.
• Improve code quality, maintainability, security, and performance through code review, design iteration, and internal standards for a high-scale web environment.
• Build and maintain Helm charts, including configuration, tuning, documentation, and automated testing for Kubernetes-based deployments.
• Validate features in Kubernetes environments, including GitLab Cloud Native and Cloud Native Hybrid deployments, using GitLab testing and performance testing frameworks.

What you'll bring

• Experience building and maintaining backend features with a focus on secure design, data handling, and production reliability.
• Ability to write production-quality code in Ruby on Rails, including use of framework security patterns and review for common application risks.
• Working knowledge of CI/CD concepts and the ways pipelines can be misconfigured, abused, or expose sensitive data.
• Familiarity with secrets management approaches and security practices for handling credentials in CI environments; experience with tools such as HashiCorp Vault or similar systems is helpful.
• Comfort collaborating across Product and engineering teams in an asynchronous, distributed environment and communicating technical tradeoffs clearly in writing.
• Ability to review merge requests with a security-first mindset and improve solutions through feedback and iteration.
• Experience debugging production issues, including investigation of security-related behavior and proposing practical fixes.
• Openness to learning adjacent domains and tools, including Go, container security, and software supply chain security; we welcome transferable experience from different technical backgrounds.

About the team

The Pipeline Security team builds features that make GitLab CI pipelines more secure and trustworthy for teams running sensitive workloads. We own key parts of pipeline security within GitLab's CI/CD experience, with our current focus on native secrets management for CI pipelines and Supply-chain Levels for Software Artifacts (SLSA) Level 3 capabilities to strengthen software supply chain security. We work asynchronously across regions and collaborate closely with Product and security partners, using clear design discussions, documented decisions, and iterative delivery across Ruby on Rails and Go.

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!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated
• 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.

We are seeking an innovative and forward-thinking Staff Software Developer passionate about building a world-class platform through a world-class team. Creating technical software excellence and spearheading application development in design, implementation, and maintenance to make great things happen.

About the Cash Forecasting team:

Cash Forecasting is our AI-amplified treasury solution that helps CFOs and treasury teams move beyond error-prone spreadsheets to achieve real-time cash visibility and predictive accuracy.

The platform integrates seamlessly with major ERPs and banking systems to automatically capture, categorize, and analyze transactional data across multiple currencies and business units. Leveraging our proprietary GSmart AI technology, the solution continuously learns from historical cash flows, sales data, and treasury information to automatically select optimal forecasting algorithms and improve accuracy by over 30%.

You'll work on sophisticated machine learning models, automated variance analysis, real-time data orchestration from diverse financial sources, and intuitive dashboards that allow users to drill down from high-level summaries to individual transaction details. This is a critical platform managing over $100 billion in daily cash flow for enterprise customers across 40+ countries, with the technical challenge of delivering rapid 90-day implementations while maintaining enterprise-grade security and scalability.

What You’ll Do – Be a Force Multiplier:

Technical Leadership & Architecture:

• Drive architectural decisions for the platform, balancing scalability, maintainability, and rapid deployment goals
• Establish technical standards and design patterns that enable the team to ship features faster with fewer defects
• Lead technical design reviews and provide constructive feedback that elevates the team's architectural thinking
• Identify and eliminate technical debt strategically, creating roadmaps that improve both developer velocity and system reliability

Team Enablement & Mentorship:

• Mentor mid-level and senior engineers, helping them grow into technical leadership roles
• Break down complex, ambiguous problems into actionable work that distributes effectively across the team
• Establish coding standards, review practices, and testing strategies that improve overall code quality
• Champion engineering standard processes including observability, incident response, and production excellence
• Share your enthusiasm for tech trends, explore and learn new technologies, engage with tech communities, mentor fellow engineers, and lead in technical design and code evaluations

Multi-functional Impact:

• Partner with Product and Customer Success teams to translate business requirements into scalable technical solutions
• Collaborate across distributed teams (Ireland, U.S., Philippines, Australia) to drive alignment on technical approaches
• Influence product roadmap by identifying technical opportunities that create competitive advantages
• Bridge the gap between technical implementation and business value, helping the team prioritize high-impact work

Increase Agility:

• Identify and eliminate bottlenecks in the development lifecycle that slow down the entire team
• Improve CI/CD pipelines, testing infrastructure, and deployment processes to increase velocity
• Drive adoption of modern engineering practices that improve developer experience and productivity
• Lead post-mortems and blameless retrospectives that turn incidents into learning opportunities

Strategic Technical Vision:

• Anticipate future scalability challenges before they become blockers (e.g., handling 10x growth in transaction volume)
• Evaluate emerging technologies and recommend when/how to adopt them (e.g., new ML frameworks, database technologies)
• Design systems that support the 90-day implementation promise while maintaining enterprise-grade quality
• Balance technical excellence with pragmatic delivery, knowing when "good enough now" beats "perfect later"

Ownership & Accountability:

• Own critical systems end-to-end, from design through production support
• Take responsibility for production reliability and proactively prevent incidents
• Step into ambiguous situations and drive them to resolution without needing explicit direction
• Lead by example in code quality, documentation, and operational excellence
• Make tough technical trade-off decisions and clearly communicate the reasoning

What You’ll Work On:

Integration & Data Connectivity:

• Build and maintain API integrations with major ERPs (SAP, Oracle, Workday) and banking systems to automatically pull transactional data

AI/ML Features:

• Develop and optimize machine learning models for the GSmart AI engine that predicts cash flows and automatically selects optimal forecasting algorithms
• Build automated variance analysis systems that compare actuals vs. forecasts and generate actionable insights
• Create pattern recognition algorithms to identify anomalies, seasonal trends, and customer payment behaviors

Platform Development:

• Design and implement flexible worksheet engines that allow users to customize cash flow models, categories, and reporting calendars

Performance & Scalability:

• Optimize data processing for handling billions of dollars in daily transactions
• Build caching and aggregation strategies for real-time dashboard performance
• Design distributed systems architecture to support a 90-day rapid implementation model

Reporting & Analytics:

• Create interactive dashboards and visualization components for cash position insights
• Build automated notification systems for covenant compliance monitoring and unusual variance alerts

Essential Knowledge / Experience:

Years & Scope:

• 8+ years of professional software engineering experience
• 3+ years working on complex, business-critical systems in production
• Experience working on products with significant scale
• Strong communication skills with experience working in multi-functional projects
• Track record of delivering projects that span multiple quarters and require coordination across teams

System Ownership:

• Owned and evolved significant portions of a production system end-to-end
• Been on-call for production systems and handled critical incidents
• Led technical designs that were implemented by teams of 3+ engineers
• Made architectural decisions that had lasting impact on system capabilities

Technical Leadership:

• Mentored 2+ engineers to help them level up technically
• Established technical patterns that were adopted across the team
• Led technical spikes to evaluate new technologies or approaches

Cloud & Infrastructure:

• Proficiency with at least one major cloud platform (AWS, Azure, GCP)
• Experience with containerization (Docker) and orchestration (Kubernetes)
• Understanding of infrastructure as code and CI/CD pipeline design
• Knowledge of observability: logging, metrics, tracing, and alerting strategies
• Experience with microservices deployment patterns and service mesh concepts

Enterprise Software Patterns:

• Deep understanding of distributed systems patterns, even driven architectures, and message queues
• Multi-tenancy architecture and data isolation strategies
• Role-based access control (RBAC) and authorization patterns
• Audit logging and compliance requirements for financial systems
• API versioning and backward compatibility strategies
• Feature flagging and progressive rollout techniques

Core Technologies:

• Deep expertise with Ruby on Rails
• Expert in RDBMS (ideally PostGres), including query optimization, indexing strategies, and data modeling
• Deep experience in building large scale multi-tenant applications
• Experience building and maintaining RESTful APIs and understanding when to use alternative patterns (GraphQL, gRPC, webhooks)
• Deep knowledge in building applications using React, TypeScript, JavaScript, and related technologies

Preferred Knowledge / Experience:

• Understanding of financial concepts: cash positioning, forecasting, liquidity management
• Knowledge of banking systems, payment rails, and financial data formats (MT940, BAI2, SWIFT)
• Understanding of multi-currency handling, exchange rates, and date/time complexities across time zones
• Awareness of financial compliance and regulatory requirements (SOC 2, data privacy)
• Experience integrating with third-party financial systems (banks, ERPs, payment processors)

What's the opportunity? 

We’re looking for Staff Product Engineers to join the AI Group to build Intercom’s AI-powered products. Product Engineers working in ML work closely with both our ML Scientists and product teams. They must deeply understand our product, our customers, our ML tech stack and our broader product stack. 

Our group is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.

We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated Engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.

We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.

If you are an experienced product engineer who takes an analytical approach to development and has some hands-on experience with ML systems, we'd love to hear from you! 

What will I be doing? 

Product Engineers in the AI Group

• Build the systems that power Intercom’s flagship AI products. This usually means working in our ML Python tech stack, but at times also means working across the product on our Rails app too.

• Work alongside our ML Scientists bring proof-of-concept code to production; ensuring it’s robust and scalable for real-world use.

• Partner with product teams outside of our group, to shape the best AI-powered product experience for our customers..

• Contribute to all phases of software development including ideation, prototyping, and implementation and testing.

• Play an active role in the hiring, mentoring, and career development of other engineers.

• Raise the bar for technical standards, performance, reliability, and operational excellence within the group and across Intercom.

Profile we’re looking for 

These are meant to be indicative, not hard requirements.

• 7+ years of experience shipping high-quality products.

• No ML experience required. We believe you can be highly effective immediately by bringing excellent software engineering skills, and learn ML as you work on the team.

• You can demonstrate significant impact in the work that you have done.

• You take pride in having strong technical fundamentals; you love learning and are willing to work hard to invest in your development.

• Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.) but it doesn’t need to be a language that we use here!

• Strong willingness to fight for good outcomes

• Bias towards progress over perfection

• BSc in Computer Science, Maths or Statistics or related discipline 

Bonus skills & attributes 

• Previous experience in data analytics, or statistical role

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.

What's the opportunity? 

We’re looking for Senior Product Engineers to join the AI Infrastructure team to help Intercom build AI-powered products. Product Engineers in AI infrastructure work closely with other ML engineers and our ML Scientists teams. You will deeply understand our product, our ML tech stack, how we develop product, and how we can accelerate that process further.

The wider AI group is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.

AI infrastructure is building a platform to move extremely quickly, adapting to new AI advancements in a matter of days, but providing the safety shield to other engineers so our customers always get a good service. We often provide services at the core of AI systems, and write framework-level code that other engineers and scientists in the AI group use daily.

We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model and change we deploy.

If you are an experienced backend engineer who takes an analytical approach to development and has some hands-on experience with ML systems and platforms, we'd love to hear from you! 

What will I be doing? 

• Build the systems that power Intercom’s flagship AI products. This usually means working in our ML Python tech stack, but at times also means working across the product on our Rails app too. 
• Work alongside our ML engineers and ML Scientists to bring proof-of-concept code to production; ensuring it’s robust and scalable for real-world use.
• Partner with ML engineers and ML scientists to build the underlying platform that helps them shape the best AI-powered product experience for our customers..
• Contribute to all phases of software development including ideation, prototyping, and implementation and testing.
• Play an active role in the hiring, mentoring, and career development of other engineers.
• Raise the bar for technical standards, performance, reliability, and operational excellence within the group and across Intercom.

Profile we’re looking for 

• 5+ years of experience shipping high-quality products, preferably backend.
• You can demonstrate significant impact in the work that you have done.
• You take pride in having strong technical fundamentals; you love learning and are willing to work hard to invest in your development.
• Deep knowledge of a high-level programming language (for example, Python, Ruby etc.) 
• Strong willingness to fight for good outcomes
• Ability to deep dive into any part of the tech stack.
• Bias towards progress over perfection.
• Excited about progress in the AI space.

Bonus skills & attributes 

• 1+ year of experience building ML-powered products. You’ll be supported by, and learn from teammates with deep ML experience.
• Built or used ML platforms before.
• Deep understanding of some distributed systems (e.g. database, caches, queues, streams).
• Statistics fundamentals.

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.

What's the opportunity? 

We’re looking for Senior Product Engineers to join the AI Group to build Intercom’s AI-powered products. Product Engineers working in ML work closely with both our ML Scientists and product teams. They must deeply understand our product, our customers, our ML tech stack and our broader product stack. 

Our group is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.

We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated Engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.

We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.

If you are an experienced product engineer who takes an analytical approach to development and has some hands-on experience with ML systems, we'd love to hear from you! 

What will I be doing? 

Product Engineers in the AI Group

• Build the systems that power Intercom’s flagship AI products. This usually means working in our ML Python tech stack, but at times also means working across the product on our Rails app too.

• Work alongside our ML Scientists bring proof-of-concept code to production; ensuring it’s robust and scalable for real-world use.

• Partner with product teams outside of our group, to shape the best AI-powered product experience for our customers..

• Contribute to all phases of software development including ideation, prototyping, and implementation and testing.

• Play an active role in the hiring, mentoring, and career development of other engineers.

• Raise the bar for technical standards, performance, reliability, and operational excellence within the group and across Intercom.

Profile we’re looking for 

These are meant to be indicative, not hard requirements.

• 5+ years of experience shipping high-quality products.

• No ML experience required. We believe you can be highly effective immediately by bringing excellent software engineering skills, and learn ML as you work on the team.

• You can demonstrate significant impact in the work that you have done.

• You take pride in having strong technical fundamentals; you love learning and are willing to work hard to invest in your development.

• Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.) but it doesn’t need to be a language that we use here!

• Strong willingness to fight for good outcomes

• Bias towards progress over perfection

• BSc in Computer Science, Maths or Statistics or related discipline 

Bonus skills & attributes 

• Previous experience in data analytics, or statistical role

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.

What's the opportunity? 

We’re looking for Staff Product Engineers to join the AI Group to build Intercom’s AI-powered products. Product Engineers working in ML work closely with both our ML Scientists and product teams. They must deeply understand our product, our customers, our ML tech stack and our broader product stack. 

Our group is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.

We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated Engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.

We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.

If you are an experienced product engineer who takes an analytical approach to development and has some hands-on experience with ML systems, we'd love to hear from you! 

What will I be doing? 

Product Engineers in the AI Group

• Build the systems that power Intercom’s flagship AI products. This usually means working in our ML Python tech stack, but at times also means working across the product on our Rails app too.
• Work alongside our ML Scientists bring proof-of-concept code to production; ensuring it’s robust and scalable for real-world use.
• Partner with product teams outside of our group, to shape the best AI-powered product experience for our customers..
• Contribute to all phases of software development including ideation, prototyping, and implementation and testing.
• Play an active role in the hiring, mentoring, and career development of other engineers.
• Raise the bar for technical standards, performance, reliability, and operational excellence within the group and across Intercom.

Profile we’re looking for 

These are meant to be indicative, not hard requirements.

• 10+ years of experience shipping high-quality products.
• No ML experience required. We believe you can be highly effective immediately by bringing excellent software engineering skills, and learn ML as you work on the team.
• You can demonstrate significant impact in the work that you have done.
• You take pride in having strong technical fundamentals; you love learning and are willing to work hard to invest in your development.
• Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.) but it doesn’t need to be a language that we use here!
• Strong willingness to fight for good outcomes
• Bias towards progress over perfection
• BSc in Computer Science, Maths or Statistics or related discipline 

Bonus skills & attributes 

• Previous experience in data analytics, or statistical role

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
• Open vacation policy and flexible holidays so you can take time off when you need it
• 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.

#LI-Hybrid

What's the opportunity? 

We’re looking for Staff Product Engineers to join the AI Group to build Intercom’s AI-powered products. Product Engineers working in ML work closely with both our ML Scientists and product teams. They must deeply understand our product, our customers, our ML tech stack and our broader product stack. 

Our group is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.

We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated Engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.

We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.

If you are an experienced product engineer who takes an analytical approach to development and has some hands-on experience with ML systems, we'd love to hear from you! 

What will I be doing? 

Product Engineers in the AI Group

• Build the systems that power Intercom’s flagship AI products. This usually means working in our ML Python tech stack, but at times also means working across the product on our Rails app too.

• Work alongside our ML Scientists bring proof-of-concept code to production; ensuring it’s robust and scalable for real-world use.

• Partner with product teams outside of our group, to shape the best AI-powered product experience for our customers..

• Contribute to all phases of software development including ideation, prototyping, and implementation and testing.

• Play an active role in the hiring, mentoring, and career development of other engineers.

• Raise the bar for technical standards, performance, reliability, and operational excellence within the group and across Intercom.

Profile we’re looking for 

These are meant to be indicative, not hard requirements.

• 10+ years of experience shipping high-quality products.

• No ML experience required. We believe you can be highly effective immediately by bringing excellent software engineering skills, and learn ML as you work on the team.

• You can demonstrate significant impact in the work that you have done.

• You take pride in having strong technical fundamentals; you love learning and are willing to work hard to invest in your development.

• Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.) but it doesn’t need to be a language that we use here!

• Strong willingness to fight for good outcomes

• Bias towards progress over perfection

• BSc in Computer Science, Maths or Statistics or related discipline 

Bonus skills & attributes 

• Previous experience in data analytics, or statistical role

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’re happy to get you whatever equipment helps you get your job done

• Relocation support for those moving to our offices

#LI-Hybrid

Senior Software Engineer - Identity and Access Management 

Location: Ireland 

You’ll join our new IAM team responsible for building and shipping authentication, authorization and integration credential features to our customers, but, as a small but growing software engineering organization, this role is not strictly limited to any single part of our product or stack. You'll also use your skills to improve the scalability of our authentication processes, observability of issues during incidents, and ensuring we’re aligning with best in class security practices.

This role is about more than writing code: you'll have an influential voice in shaping our technical direction, our product, and our culture. We have a hugely supportive and collaborative engineering team that takes great pride in the work we do and the challenges we solve. We’re eager to help grow and nurture each other’s abilities and also create an environment where we have the ability to do our very best work.

You can work fully remotely from anywhere in Ireland, and also make use of our office space in Dublin as much as you want.

What you will be doing: 

• Work closely with colleagues to build the right solutions to the problems our customers face.
• Make valuable changes in our codebase in your first week, and see them live in production minutes after merging them.
• Write and review high quality, well tested code to ensure that we’re creating a stable product for our customers, and a stress-free codebase for ourselves.
• Identify areas for improvement, both in our codebase and in how we work, and share the responsibility of making our team better.
• Own the problems you’re solving - and the software you write to solve them - all the way to production and beyond, responding to customer feedback to improve those solutions.

• Use your knowledge and experience to mentor other engineers in our team, providing support and guidance to help them grow their abilities.
• Help prioritize our roadmap, identifying how we can use our time pragmatically and effectively.

Projects you might work on:

• Leading the work to introduce entirely new login, authentication and session features, like login recovery codes and impersonation, from proposing the ideas and early tech plans through to final UI fixes.
• Ensuring that enabling our integration layer is as simple and seamless, including experience improvements.
• Collaborating with our Product, Design and Customer Success teams to ship enhancements to our role based access platform, including new permissions, and iterate on them in response to feedback.
• Elevating customers’ Tines environment monitoring by boosting audit logging capabilities, like providing native export ability to tools like Splunk.
• Creating a Tines story for developers to replicate customer bugs with local configuration of SSO, SCIM and JIT for user authentication and provisioning.

Is this the right role for you?

Proven track record of success as a senior software engineer. This is a senior role and we’re looking for candidates with a well of experience to draw from. 

• You’ll need to have a proven track record of building and delivering software using a high-level programming language. Our interview process includes assessing your technical competence through Byteboard so you should feel completely comfortable working at the commensurate technical level. Our main languages are Ruby and TypeScript, but you don’t have to be familiar with those - we value curiosity and an eagerness to learn. We’ll also cover the cost of education material to bring you up to speed.

• Your abilities matter, not your education or exactly where you’ve worked. We just need you to show us that you have accumulated the skills and knowledge needed to succeed.

• Strong IAM domain knowledge and experience of building secure, scalable identity and access control systems for cloud-based applications.

• This role is broad, not specialized. You’ll work right across our full stack, backend and frontend. You don’t need to have expertise in all areas of our stack (no one on the team does), but you will need to be comfortable pitching in anywhere when needed, with the support of your teammates. This allows us to be more effective as a team, and provides a lot of opportunities for you to learn.

• We’re focused on the most important problems, not the most interesting ones. Your time and energy are limited, so in order to succeed you’ll need to spend it where it will make a difference. We view technologies as a means to an end, and stick to simple, common tools - Ruby, Rails, React, TypeScript, Postgres, Redis and Docker. 

• We work healthily and sustainably. We work reasonable hours, we take our holidays and we plan our workloads realistically. No matter how excited we get by a project, it’s more important to not get burnt out from overwork.

• Your contributions will be obvious. On a small team like ours, you don’t have to spend a ton of time and energy making sure your work is seen - your impact and value will be clear to everyone.

• We’re building an inclusive, supportive team. We have a wonderfully wide spectrum of colleagues at Tines, and we treat them all with kindness and respect - we expect that you will too. We don’t hire people that treat their colleagues badly, no matter how talented they are.

• We’re bringing programming to everyone. As software engineers, we can appreciate the power of using software to automate manual work. In our team, we get to use our knowledge to help bring this power to our customers, without them having to learn how to code.

#LI-SW1 

Sr. Software Engineer 

We're hiring a software engineer to join the team responsible for making our self-hosted product offering as easy as possible for our customers to install and operate. You'll build and improve the product features and tooling that power self-hosted installations, ensuring our customers have a seamless experience whether they run Tines in our cloud or in their own infrastructure.

This role is about more than writing code: you'll have an influential voice in shaping our technical direction, our product, and our culture. We have a hugely supportive and collaborative engineering team that takes great pride in the work we do and the challenges we solve. We're eager to help grow and nurture each other's abilities and also create an environment where we have the ability to do our very best work.

Location: (Ireland - remote)

You can work fully remotely from anywhere in Ireland. You can make use of our Tines office space in Dublin to meet up with other members of the engineering team when you wish.

In this role, you'll:

• Drive the technical direction of our self-hosted delivery and design product features that work seamlessly across cloud and self-hosted environments.
• Make changes in our codebase in your first week, and see them live in production minutes after merging them.
• Build and improve the software that powers how customers install, configure, upgrade, and operate Tines in their own infrastructure.
• Write and review high quality, well tested code to ensure that we're creating a stable product for our customers, and a stress-free codebase for ourselves.
• Identify the most important problems to solve across our self-hosted stack, shape the technical approach, and share the responsibility of making our team better.
• Own the problems you're solving - from scoping ambiguous challenges through to production and beyond, responding to customer feedback to improve those solutions.
• Use your knowledge to mentor other engineers in our team, providing support and guidance to help them grow their abilities.

Projects you might work on:

• Building and improving Helm charts and Kubernetes deployment configurations to streamline installation, database migrations, and upgrade workflows for self-hosted customers.
• Collaborating closely with our Product and Design teams to bring new product capabilities to self-hosted customers like tiered storage support, the next generation of our RunScript feature, and zero downtime upgrades.
• Developing product features that enable self-hosted customers to manage observability, logging, and monitoring within their own environments using tools like OpenTelemetry.
• Using our own product to automate and improve our Self-Hosted release process or improve the services we maintain to enable Self-Hosted customers.
• Write a blog post to share something interesting we learned with the community.

Is this role right for you?

• Roughly 7+ years as a professional software engineer. Proven track record of success as a senior software engineer. This is a senior role and we're looking for candidates with a well of experience to draw from.
• You'll need direct experience of building and delivering software using a high-level programming language. Our interview process includes a Byteboard exercise which involves adding features to a small command-line app, so you should feel very comfortable working at that level of technical complexity. You can use a language you're comfortable with to complete the coding section.
• Experience building software for containerized or self-hosted deployment environments is a strong plus. Familiarity with Kubernetes, Helm, and container orchestration concepts will help you hit the ground running.
• Your abilities matter, not your education or exactly where you've worked. We just need you to show us that you have accumulated the foundational skills and knowledge needed to succeed. Our main languages are Ruby and TypeScript, but you don't have to be familiar with those - we value curiosity and an eagerness to learn. We'll also cover the cost of education material to bring you up to speed.
• This role is broad, not specialized. While your main focus will be on building software for our self-hosted product offering, you'll work right across our stack. You don't need to have experience in all of these areas, but you will need to be excited to pitch in anywhere when needed, with the support of your teammates. This allows us to be more effective as a team, and provides a lot of opportunities for you to learn.
• You are customer obsessed and willing to go deep into unfamiliar stacks to find root causes for errors, performance issues, and bugs. You understand that the best solution isn't always the best technical solution, but a compromise that meets customers where they are.
• We're focused on the most important problems, not the most interesting ones. Your time and energy are limited, so in order to succeed you'll need to spend it where it will make a difference. We view technologies as a means to an end, and stick to simple, common tools - Ruby, Rails, React, TypeScript, Postgres, Redis, AWS CDK, and Docker.
• We work healthily and sustainably. We work reasonable hours, we take our holidays and we plan our workloads realistically. No matter how excited we get by a project, it's more important to not get burnt out from overwork.
• Your contributions will be obvious. On a small team like ours, you don't have to spend a tonne of time and energy making sure your work is seen - your impact will be clear to everyone.
• We're building an inclusive, supportive team. We have a wonderfully wide spectrum of colleagues at Tines, and we treat them all with kindness and respect - we expect that you will too. We don't hire people that treat their colleagues badly, no matter how talented they are.
• We're bringing programming to everyone. As software engineers, we can appreciate the power of using software to automate manual work. In our team, we get to use our knowledge to help bring this power to our customers, without them having to learn how to code.

You’ll join the team primarily responsible for scaling the throughput and performance of the core, backend job processing engine at Tines. However, since we’re still a small but growing software engineering organization, this role is not strictly limited to any single part of our product or stack.

This role is about more than writing code: you'll have an influential voice in shaping our technical direction, our product, and our culture. We have a hugely supportive and collaborative engineering team that takes great pride in the work we do and the challenges we solve. We’re eager to help grow and nurture each other’s abilities and also create an environment where we have the ability to do our very best work.

Location:

You can work fully remotely from anywhere in Ireland. You can make use of our Tines office space in Dublin to meet up with other members of the engineering team when you wish.

In this role, you’ll:

• Work closely with colleagues to build the right solutions to the problems our customers face.
• Make valuable changes in our codebase in your first week, and see them live in production minutes after merging them.
• Shape how workflow execution happens at the very heart of our system, to help us power the world’s most important workflows.
• Write and review high quality, well tested code to ensure that we’re creating a stable product for our customers, and a stress-free codebase for ourselves.
• Identify areas for improvement, both in our codebase and in how we work, and share the responsibility of making our team better.
• Own the problems you’re solving - and the software you write to solve them - all the way to production and beyond, responding to customer feedback to improve those solutions.
• Use your knowledge to mentor other engineers in our team, providing support and guidance to help them grow their abilities.

Projects you might work on:

• Improve action throughput to meet our growing customers’ scale.
• Create internal and customer facing controls that allow Tines and our customers to configure job prioritization levels, ensuring the most critical workflows are executed in a timely manner. 
• Optimize the storage and search of customers’ event data.
• Ensure jobs are executed in a balanced and fair manner, particularly on multitenant stacks. 
• Enhance Tines' observability by introducing new features that empower customers to monitor the status and latency of their workflows and receive proactive alerts about potential issues.
• Write a blog post to share something interesting we learned with the community.

Is this role right for you?

• Roughly 7+ years as a professional software engineer. Proven track record of success as a senior software engineer. This is a senior role and we’re looking for candidates with a well of experience to draw from.
• You’ll need direct experience of building and delivering software using a high-level programming language. Our interview process includes a Byteboard exercise which involves adding features to a small command-line app, so you should feel very comfortable working at that level of technical complexity. You can use a language you’re comfortable with to complete the coding section.
• Your abilities matter, not your education or exactly where you’ve worked. We just need you to show us that you have accumulated the foundational skills and knowledge needed to succeed. Our main languages are Ruby and TypeScript, but you don’t have to be familiar with those - we value curiosity and an eagerness to learn. We’ll also cover the cost of education material to bring you up to speed.
• Cybersecurity knowledge isn’t required. We take application security seriously, but for this role you don’t need any experience in that area.
• This role is broad, not specialized. While your main focus will be on our backend job and event processing system, you’ll work right across our stack. You don’t need to have experience in all of these areas, but you will need to be excited to pitch in anywhere when needed, with the support of your teammates. This allows us to be more effective as a team, and provides a lot of opportunities for you to learn.
• We’re focused on the most important problems, not the most interesting ones. Your time and energy are limited, so in order to succeed you’ll need to spend it where it will make a difference. We view technologies as a means to an end, and stick to simple, common tools - Ruby, Rails, React, TypeScript, Postgres, Redis, AWS CDK, and Docker. 
• We work healthily and sustainably. We work reasonable hours, we take our holidays and we plan our workloads realistically. No matter how excited we get by a project, it’s more important to not get burnt out from overwork.
• Your contributions will be obvious. On a small team like ours, you don’t have to spend a tonne of time and energy making sure your work is seen - your impact will be clear to everyone.
• We’re building an inclusive, supportive team. We have a wonderfully wide spectrum of colleagues at Tines, and we treat them all with kindness and respect - we expect that you will too. We don’t hire people that treat their colleagues badly, no matter how talented they are.
• We’re bringing programming to everyone. As software engineers, we can appreciate the power of using software to automate manual work. In our team, we get to use our knowledge to help bring this power to our customers, without them having to learn how to code.