Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

Stripe is one of the fastest growing technology companies in the world, and we’re scaling in every dimension: users, revenue, people, technology, processes, and more. The Production Eng team is building the systems that support Stripe’s API. We’re looking for people passionate about distilling complexity across a breadth of problems, caring deeply about both our infrastructure and the experience of using our platform. We are major contributors to the latency, reliability, and efficiency of Stripe’s API, and you’ll be responsible for ensuring we maintain a reliable and secure platform.

What you’ll do

Production Eng is a unique environment where you’ll be working across all of Stripe’s products, and truly steering the future of Stripe’s APIs, Developer, and User Experiences, and working with world class engineers.

Responsibilities

• Lead a team of talented engineers on the team, providing mentorship, guidance, and support to ensure their success.
• Partner with Engineering Managers to create roadmaps that deliver milestones toward a cohesive engineering vision.
• Understand user needs and pain points to prioritize engineering work and deliver high quality solutions that meet user needs.
• Drive the execution of projects, overseeing the entire development lifecycle from planning to delivery, while maintaining high standards of quality and timely completion.
• Work with high-visibility teams and their stakeholders to support the Infrastructure’s key engineering initiatives.
• Provide hands-on technical leadership (architecture/design, vision/direction/requirements setting, and incident response processes) for team members.
• Build amazing end-to-end API, developer experiences and Stripe’s public API infrastructure and tooling.
• Ensure our APIs are secure, reliable, and performant while solving product problems and building delightful API and developer experiences for our users.
• Building the future of the Stripe API and scaling Stripe’s API Infrastructure while working with product teams to extend the capabilities of our APIs.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements 

• 10+ years of technical experience or 7+ years in infrastructure / platform engineering field
• 5+ years in a strategic technical leadership role
• Experience leading engineering team(s) working on API design, abstractions, frameworks, or client libraries (e.g. building internal or external developer products).
• Hands-on experience building infrastructure and products for internal or external customers
• Proven track record of delivering pragmatic solutions that accelerate business growth
• Ability to adjust conversations from high-level discussions to detailed coding
• Thrives on a high level of autonomy and responsibility
• Clear and persuasive writing and in-person communication
• Strong problem-solving skills, critical thinking, determination, and a growth mindset
• Ability to work effectively with a diverse group of people, genuinely caring for each other and contributing to high level of psychological safety for all team members and partner
• Proficient in at least one of the programming languages (Java, Ruby, Python, Go).

Preferred qualifications

• Strong written and verbal communication skills for different audiences (leadership, users, company-wide).
• Experience with a variety of common infrastructure platforms (databases, logging, event streams, metrics, caching, etc).
• Experience leading partially remote teams.
• Experience developing sustainable, in-house framework and abstraction ecosystems in large engineering orgs.
• Experience building serverless platforms.
• Experience managing rigorous incident response processes and on call rotations.

About Stripe:

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead.

About the team:

The Professional Services team exists to drive the adoption of Stripe’s capabilities across our user base, from Fortune 100s to high-growth startups. Within this group, the Accelerate team is responsible for the critical "zero-to-one" phase of the user journey. We partner with developers and technical leaders to ensure they deploy quickly, integrate with high quality, and derive strategic value from Stripe immediately.

Accelerate is Stripe’s dedicated onboarding program designed to get users live fast and operationally ready. It is a prescriptive engagement where we guide users through technical integration, fraud prevention setup, and financial reporting. Whether through our foundational (free) tier or our premium high-touch service, the goal is identical: eliminate friction, reduce implementation risk, and accelerate time-to-revenue.

What you’ll do:

Stripe is launching Stripe Delivery Centers - a brand new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, driving process improvements and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you!

As an Onboarding Specialist, you are the technical guide for users during their first 90 days with Stripe. You will be proactively unblocking deployments and ensuring users are operationally ready to scale. You will manage a portfolio of users, guiding them through best practices for integration, dashboard configuration, and risk management. You will deliver technical workshops and serve as the primary touchpoint to help users navigate the complexity of payments infrastructure.

Responsibilities:

• Drive Time-to-Value: Manage a portfolio of user implementations, acting as a lightweight project manager to ensure they hit their planned go-live dates.
• Deliver Technical Workshops: Lead pre-built, interactive workshops covering critical topics such as API integration, Dashboard utilization, Fraud/Radar configuration, and Financial Reporting.
• Proactive Unblocking: Anticipate technical challenges before they become blockers. Provide prescriptive guidance on API architecture and best practices to ensure a high-quality integration.
• Operational Readiness: Go beyond code—help users set up their teams for success by advising on dispute management workflows and reconciliation processes.
• User Experience: Provide exceptional customer service to ensure a positive onboarding experience, acting as a reliable partner so users feel supported and confident throughout the process.
• Continuous Learning: Continuously update your knowledge of Stripe's products, features, and updates to ensure you are providing the most current and strategic advice to your users.
• Process Improvement: Contribute to the improvement of onboarding processes and documentation by collaborating with cross-functional teams to refine our playbooks based on user feedback.

Who you are:

We are looking for dynamic, curious problem-solvers who love demystifying complex technical concepts. You thrive in a fast-paced environment and are passionate about helping users build their businesses on Stripe.

Minimum requirements:

• Advanced English proficiency (fluent written and spoken). You can explain complex API architecture to non-technical stakeholders and discuss business value with developers.
• 2+ years of experience in implementation consulting, technical support, or solutions engineering, preferably in API technologies or SaaS environments.
• Technical Aptitude: Strong ability to read and debug code, understand RESTful APIs, and navigate complex technical environments.
• Problem Solving: You don't just find the answer; you find the best solution for the user's specific business model.

Preferred qualifications:

• Proficiency in one or more of: French, German, Spanish or Italian.
• Experience with financial systems (ERP, Accounting), online payments, or e-commerce platforms.
• Experience delivering live technical training or webinars to external users.
• Familiarity with code-level debugging in languages such as Python, Ruby, or Node.js.

This role is based in Dublin, Ireland and requires in-office attendance.

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

We are Datadog's in-house product experts. The technical solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. A Technical Account Manager (TAM) will continue to provide hands-on technical services to our largest customers by supporting, adopting and providing guidance over the comprehensive suite of products and features available at Datadog. A TAM is held in high regard as an expert and trusted advisor for how IT Operations translates to business value.

At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

What You’ll Do:

• Advise on technical support and product adoption for customers in line with pre-sales, post-sales and the renewal processes
• Analyze customer’s IT Operations environment on a regular basis and provide recommendations that will maximize Datadog’s value.
• Be the customer’s advocate by knowing their goals and use cases then suggesting process changes, product adoption, configuration and additional features to meet their requirements
• Participate and prepare for Monthly and Quarterly Business Reviews with customers
• Collaborate with Datadog’s product management, engineering and technical services teams to help identify new features and products
• Continuously evolve best practice to technical product adoption and customer success

Who You Are:

• Someone with a solid technical grounding and hands-on experience of IT Operations
• Confident in your hands on experience AWS, Azure or GCP
• Comfortable scripting languages like Python, Javascript, Ruby, Perl, Go, PHP, or Chef/Puppet etc.
• Skilled in using CI/CD tools e.g. Jenkins, Gitlab etc.
• Knowledgeable about Containerization tools e.g. Docker, Kubernetes or Rancher etc.
• Able to sit up to 4 hours, traveling to and from client sites 
• Able to travel via auto, train or air up to 30% of the time
• Previous experience working as a TAM supporting mid-market and/or Enterprise customers in the cloud space
• Experienced using Datadog and/or other cloud monitoring tools

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.

Benefits and Growth:

• Best-in-breed onboarding
• Generous global benefits
• Intra-departmental mentor and buddy program for in-house networking
• New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• An inclusive company culture, able to join our Community Guilds and Inclusion Talks

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

We are Datadog's in-house product experts. The technical solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. A Technical Account Manager (TAM) will continue to provide hands-on technical services to our largest customers by supporting, adopting and providing guidance over the comprehensive suite of products and features available at Datadog. A TAM is held in high regard as an expert and trusted advisor for how IT Operations translates to business value.

At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

What You’ll Do:

• Advise on technical support and product adoption for customers in line with pre-sales, post-sales and the renewal processes
• Analyze customer’s IT Operations environment on a regular basis and provide recommendations that will maximize Datadog’s value.
• Be the customer’s advocate by knowing their goals and use cases then suggesting process changes, product adoption, configuration and additional features to meet their requirements
• Participate and prepare for Monthly and Quarterly Business Reviews with customers
• Collaborate with Datadog’s product management, engineering and technical services teams to help identify new features and products
• Continuously evolve best practice to technical product adoption and customer success

Who You Are:

• Someone with a solid technical grounding and hands-on experience of IT Operations
• Confident in your hands on experience AWS, Azure or GCP
• Comfortable scripting languages like Python, Javascript, Ruby, Perl, Go, PHP, or Chef/Puppet etc.
• Skilled in using CI/CD tools e.g. Jenkins, Gitlab etc.
• Knowledgeable about Containerization tools e.g. Docker, Kubernetes or Rancher etc.
• Able to sit up to 4 hours, traveling to and from client sites 
• Able to travel via auto, train or air up to 30% of the time
• Previous experience working as a TAM supporting mid-market and/or Enterprise customers in the cloud space
• Experienced using Datadog and/or other cloud monitoring tools

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.

Benefits and Growth:

• Best-in-breed onboarding
• Generous global benefits
• Intra-departmental mentor and buddy program for in-house networking
• New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• An inclusive company culture, able to join our Community Guilds and Inclusion Talks

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

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

GitLab is seeking a Principal Engineer to set technical direction for our most critical infrastructure platforms. This role operates at organizational scale, owning architecture, solving complex systems problems, and driving initiatives that shape how GitLab grows, performs, and remains reliable.

As a Principal Engineer, you will serve as a technical authority and force multiplier, leading architectural decisions across distributed and cloud-native systems to translate business strategy into durable technical direction. Spanning multiple teams and domains, you will bring clarity to ambiguity, raise engineering standards, and mentor senior talent while remaining accountable for real production outcomes. This is a hands-on, high-impact role for leaders who drive success through influence and shape the foundational platforms that the entire organization depends on.

Organizational Focus Areas

Principal Engineers at GitLab drive strategy across our most critical infrastructure and delivery groups. Role placement across the following tracks is determined by business need and organizational priority.

Group Tenant Scale (GTS)

This track builds GitLab’s next generation, multi-tenant, horizontally scalable, and resilient SaaS platform. You will architect the foundations that enable other engineering teams to build upon this platform and drive convergence among GitLab’s various platforms..

• Core Focus: Lead the design and evolution of projects that enable our distributed, multi-tenant SaaS transformation, including Cells, Organizations, and OrgMover.
• Distributed Architecture: Architect for zero downtime, transparent relocation, and application hardening in a massive distributed environment.
• Strategic Decisions: Guide architecture decisions with availability, reliability, resiliency, performance, and cost in mind.

GitLab Delivery 

The GitLab Delivery track focuses on enhancing the reliability, efficiency, and speed of GitLab’s end-to-end software delivery across all platforms and offerings.

• Core Focus: Lead the platform strategy spanning Developer Experience, CI infrastructure, packaging, and release delivery across SaaS, Self-Managed, and Dedicated.
• Developer Experience: Treat GitLab engineers as customers, building self-service tooling, testing infrastructure, and paved paths that increase velocity while maintaining quality.
• Delivery at Scale: Architect reliable, automated pipelines that streamline how GitLab is packaged, released, and deployed across all platforms and offerings.

What You'll Do

• Own and drive the architectural direction for critical infrastructure platforms that support GitLab at global scale.
• Lead the design and evolution of large platforms and distributed systems that are scalable, resilient, secure, and cost-efficient.
• Serve as the technical authority on complex initiatives, guiding decisions that impact multiple teams and product areas.
• Translate business and product strategy into long-term technical roadmaps and execution plans.
• Drive alignment across engineering, product, and leadership by clearly communicating tradeoffs and recommendations.
• Establish technical standards and architectural patterns that raise quality and consistency across the organization.
• Be accountable for production outcomes, including reliability, performance, and operational excellence.
• Mentor senior engineers and act as a force multiplier through influence rather than direct authority.
• Operate effectively in ambiguous problem spaces where both the problem and the solution need to be defined.

What You'll Bring

• Proven experience designing and evolving large-scale platforms or distributed systems in cloud-native environments.
• Strong proficiency in Golang and/or Ruby, with the ability to contribute to, review, and guide core architectural changes in production codebases.
• Strong architectural judgment, including the ability to balance scalability, reliability, performance, security, and cost.
• Experience owning platform-level technical decisions that impacted multiple teams or an entire engineering domain.
• Solid understanding of Kubernetes-based environments as a production platform, including how they influence system design, deployment models, reliability, and operational complexity.
• Experience being accountable for production systems, not just design recommendations.
• Ability to author and drive long-term technical strategy and multi-month roadmaps.
• Track record of leading through influence and shaping technical direction without direct authority.
• Comfort making high-impact technical decisions, including build vs buy vs partner tradeoffs.
• Strong communication skills, with the ability to explain complex technical concepts to engineers, leadership, and non-technical stakeholders.

About the team

The Principal Engineer role sits within GitLab’s Infrastructure Platforms organization, working across multiple teams to shape how our platform scales and operates. This group is responsible for some of GitLab’s most critical systems, including the multi-tenant SaaS platform, core delivery pipelines, and the underlying infrastructure that powers millions of users. As a Principal Engineer, you’ll define technical direction, guide architectural decisions, and ensure our platforms remain resilient, performant, and modern. The team operates fully remotely and collaborates asynchronously across time zones, grounded in GitLab’s values of transparency, autonomy, and open communication. You’ll help the organization tackle complex distributed systems challenges at scale while mentoring other engineers and building a culture focused on reliability, efficiency, and continuous improvement.

An overview of this role

As the first Engineering Manager embedded the Upstream Studios organization at GitLab, you'll lead a focused team of Engineers responsible for two foundational surfaces: the Pajamas Design System, which powers the coherence of the entire GitLab product, and docs.gitlab.com, the documentation platform serving millions of GitLab users and contributors worldwide. 

This is a rare opportunity to define what engineering leadership looks like inside a design organization. You’ll report to the Chief Design Officer and partner closely with Product Design, Technical Writing, Localization, Marketing, Product Management, and Engineering leaders across GitLab. Critically, the design system is a contribution-based, company-wide platform that engineers across the entire organization depend on and actively participate in. Building those partnerships and making it easier for engineers everywhere to contribute to Pajamas will be central to your success. 

You’ll be a hands-on technical leader and people manager in equal measure: guiding architecture decisions, shaping contribution workflows, and helping a small, high-impact team do some of the most leveraged work at GitLab.

What you'll do

• Lead, mentor,and grow a high-performing team of engineers, working across the Pajamas Design System and the GitLab documentation site.
• Define and build the engineering practice within Upstream Studios–this is a new function and you’ll have real influence over how it takes shape.
• Guide architecture and technical decisions for the design system (components, tokens, patterns) and the docs site (performance, reliability, infrastructure, localization).
• Help others across the organization understand the strategic value of a well-maintained design system and documentation platform.
• Advocates for engineering quality: technical debt, accessibility standards, customer issues, security, and platform reliability.
• Collaborate with Product Design and Technical Writing to translate design and content needs into scalable technical solutions

What you'll bring

• Experience leading infrastructure, platform, or development teams, with a track record of building high-performing, values-aligned teams.
• Deep expertise in design systems–including design tokens, component architecture, accessibility standards, and contribution models.
• Excellent technical background, including professional experience with Git, docs-as-code, Hugo, accessibility and building and maintaining a design system.
• Experience of building and supporting multi-lingual sites and localization workflows at scale.
• Professional experience with JavaScript (Vue.js) and familiarity with Elasticsearch, Ruby/Go, AI tools, and continuous integration and continuous deployment (CI/CD) practices.
• Strong expertise in running and scaling large, consumer-grade platforms, with a focus on reliability, security, performance, and scalability.
• Proficiency in the English language, both written and verbal, sufficient for success in a remote and largely asynchronous work environment.
• Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions.
• Experience with performance and optimization problems and a demonstrated ability to both diagnose and prevent these problems
• Comfort working in a highly agile, intensely iterative software development process.
• Passion for open source and developer tools, with a commitment to GitLab's values, inclusive culture, and high-performance expectations.

About the team

Upstream Studios is the full-stack experience organization for GitLab. We imagine it, we design it, we document it, we ship it—partnering across product, engineering, and marketing to deliver a continuous deployment of quality.

We integrate research, design, frontend engineering, documentation, and brand into a unified delivery pipeline, shaping how customers experience GitLab from first impression to final deployment. For more information on how we work, see the Upstream Studios section of the GitLab Handbook.

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.

What's the opportunity?

As a Staff Engineer, you will be a leader within the team and a strong contributor to the engineering organization. You will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts. You will coach and mentor other engineers and partner closely with the Engineering Manager to develop the team and to devise technical strategy.

Learn more about our engineering culture at intercom.engineering

What will I be doing?

As an experienced engineer you will:

• Contribute to our technical architecture as we grow. We scale to service requests from all our customers’ customers. We’re growing and so are they.

• Care about agility as much you care for scalability and availability. Continuous deployment keeps us focused on incremental releases. Even our biggest technical achievements roll out piece by piece, feature flagged out of sight.

• Contribute to all phases of software development including ideation, prototyping, design and implementation. This role has a mix of both hands-on development as well as lead/architecture work.

• Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems.

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

• Raise the bar for technical standards, performance, reliability, and operational excellence

What skills do I need?

• Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created

• Significant, demonstrated impact that your work has had on the product and/or the teams

• Deep knowledge of a high-level programming language (for example, Ruby, Python, Perl etc.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working)

• You will have experience with Distributed systems

• 2+ years of experience as the primary technical leader for a team

• Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams and have a strong sense of product strategy.

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?

As a Staff Engineer, you will be a leader within the team and a strong contributor to the engineering organization. You will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts. You will coach and mentor other engineers and partner closely with the Engineering Manager to develop the team and to devise technical strategy.

Learn more about our engineering culture at intercom.engineering

What will I be doing?

As an experienced engineer you will:

• Contribute to our technical architecture as we grow. We scale to service requests from all our customers’ customers. We’re growing and so are they.

• Care about agility as much you care for scalability and availability. Continuous deployment keeps us focused on incremental releases. Even our biggest technical achievements roll out piece by piece, feature flagged out of sight.

• Contribute to all phases of software development including ideation, prototyping, design and implementation. This role has a mix of both hands-on development as well as lead/architecture work.

• Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems.

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

• Raise the bar for technical standards, performance, reliability, and operational excellence

What skills do I need?

• Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created

• Significant, demonstrated impact that your work has had on the product and/or the teams

• Deep knowledge of a high-level programming language (for example, Ruby, Python, Perl etc.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working)

• You will have experience with Distributed systems

• 2+ years of experience as the primary technical leader for a team

• Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams and have a strong sense of product strategy.

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 Senior+ AI Infrastructure Engineers to build the systems that train and serve Intercom’s next generation of AI products.

Intercom is an AI company that builds from the GPU all the way up to a user agent that resolves millions of customer service queries a month. 

You’ll join a small, highly technical team working at the cutting edge of modern AI infrastructure. The AI Infra team built the training pipelines and runs the inference for custom models like Fin Apex, which outperforms frontier models in customer service tasks, and is the foundation of the AI Group's full stack approach to AI.

We’re particularly interested in engineers who have:

• A track record of working on model training or model inference at scale, or on low‑level GPU coding (e.g. CUDA, Triton). Experience with one is great, multiple is even better.

What will I be doing?

As a Senior AI Infrastructure Engineer focused on model training and inference, you will:

• Implement and scale training pipelines for large transformer and LLM models, from data ingestion and preprocessing through distributed training and evaluation.
• Build and optimize inference services that deliver low‑latency, high‑reliability experiences for our customers, including autoscaling, routing, and fallbacks.
• Work on GPU‑level performance: tuning kernels, improving utilization, and identifying bottlenecks across our training and inference stack.
• Collaborate closely with ML scientists to implement cutting edge training and inference methods and bring them to production.
• Play an active role in hiring, mentoring, and developing other engineers on the team.
• Raise the bar for technical standards, reliability, and operational excellence across Intercom’s AI platform.

Profile we’re looking for:

These are indicative, not hard requirements

We’re looking to hire Senior+ AI Infrastructure Engineers. You’re likely a great fit if:

• You have 5+ years of experience in software engineering, with a strong track record of shipping high‑quality products or platforms.
• You hold a degree in Computer Science, Computer Engineering, or a related field (or you have equivalent experience with very strong fundamentals).
• You have hands‑on experience with one or more of the following:
• Model training (especially transformers and LLMs).
• Model inference at scale (again, especially transformers and LLMs).
• Low‑level GPU work, such as writing CUDA or Triton kernels.
• Comfortable working in production environments at meaningful scale (traffic, data, or organizational).
• You communicate clearly, can explain complex technical topics to different audiences, and enjoy close collaboration with both engineers and non‑engineers.
• You take pride in strong technical fundamentals, love learning, and are willing to invest in your own development.
• Have deep knowledge of at least one programming language (for example Python, Ruby, Java, Go, etc.). Specific language experience is less important than your ability to write clean, reliable code and learn new stacks quickly.

Bonus skills & attributes

None of these are required, but they’re nice to have:

• Experience at AI native companies that train and/or run inference for their own models (e.g. modern AI labs or AI‑native product companies).
• Experience running training or inference workloads on Kubernetes.
• Experience with AWS or other major cloud providers.
• Production experience with Python in ML or infrastructure contexts.
• Demonstrated passion for technology through personal projects, open source, meetups, or publishing content about your work and learnings

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.

#LI-Hybrid

What's the opportunity?

We’re looking for Senior+ AI Infrastructure Engineers to build the systems that train and serve Intercom’s next generation of AI products.

Intercom is an AI company that builds from the GPU all the way up to a user agent that resolves millions of customer service queries a month. 

You’ll join a small, highly technical team working at the cutting edge of modern AI infrastructure. The AI Infra team built the training pipelines and runs the inference for custom models like Fin Apex, which outperforms frontier models in customer service tasks, and is the foundation of the AI Group's full stack approach to AI.

We’re particularly interested in engineers who have:

• A track record of working on model training or model inference at scale, or on low‑level GPU coding (e.g. CUDA, Triton). Experience with one is great, multiple is even better.

What will I be doing?

As a Senior AI Infrastructure Engineer focused on model training and inference, you will:

• Implement and scale training pipelines for large transformer and LLM models, from data ingestion and preprocessing through distributed training and evaluation.
• Build and optimize inference services that deliver low‑latency, high‑reliability experiences for our customers, including autoscaling, routing, and fallbacks.
• Work on GPU‑level performance: tuning kernels, improving utilization, and identifying bottlenecks across our training and inference stack.
• Collaborate closely with ML scientists to implement cutting edge training and inference methods and bring them to production.
• Play an active role in hiring, mentoring, and developing other engineers on the team.
• Raise the bar for technical standards, reliability, and operational excellence across Intercom’s AI platform.

Profile we’re looking for:

These are indicative, not hard requirements

We’re looking to hire Senior+ AI Infrastructure Engineers. You’re likely a great fit if:

• You have 5+ years of experience in software engineering, with a strong track record of shipping high‑quality products or platforms.
• You hold a degree in Computer Science, Computer Engineering, or a related field (or you have equivalent experience with very strong fundamentals).
• You have hands‑on experience with one or more of the following:
• Model training (especially transformers and LLMs).
• Model inference at scale (again, especially transformers and LLMs).
• Low‑level GPU work, such as writing CUDA or Triton kernels.
• Comfortable working in production environments at meaningful scale (traffic, data, or organizational).
• You communicate clearly, can explain complex technical topics to different audiences, and enjoy close collaboration with both engineers and non‑engineers.
• You take pride in strong technical fundamentals, love learning, and are willing to invest in your own development.
• Have deep knowledge of at least one programming language (for example Python, Ruby, Java, Go, etc.). Specific language experience is less important than your ability to write clean, reliable code and learn new stacks quickly.

Bonus skills & attributes

None of these are required, but they’re nice to have:

• Experience at AI native companies that train and/or run inference for their own models (e.g. modern AI labs or AI‑native product companies).
• Experience running training or inference workloads on Kubernetes.
• Experience with AWS or other major cloud providers.
• Production experience with Python in ML or infrastructure contexts.
• Demonstrated passion for technology through personal projects, open source, meetups, or publishing content about your work and learnings

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.

#LI-Hybrid

What's the opportunity?

We’re looking for Senior+ AI Infrastructure Engineers to build the systems that train and serve Intercom’s next generation of AI products.

Intercom is an AI company that builds from the GPU all the way up to a user agent that resolves millions of customer service queries a month. 

You’ll join a small, highly technical team working at the cutting edge of modern AI infrastructure. The AI Infra team built the training pipelines and runs the inference for custom models like Fin Apex, which outperforms frontier models in customer service tasks, and is the foundation of the AI Group's full stack approach to AI.

We’re particularly interested in engineers who have:

• A track record of working on model training or model inference at scale, or on low‑level GPU coding (e.g. CUDA, Triton). Experience with one is great, multiple is even better.

What will I be doing?

As a Senior AI Infrastructure Engineer focused on model training and inference, you will:

• Implement and scale training pipelines for large transformer and LLM models, from data ingestion and preprocessing through distributed training and evaluation.
• Build and optimize inference services that deliver low‑latency, high‑reliability experiences for our customers, including autoscaling, routing, and fallbacks.
• Work on GPU‑level performance: tuning kernels, improving utilization, and identifying bottlenecks across our training and inference stack.
• Collaborate closely with ML scientists to implement cutting edge training and inference methods and bring them to production.
• Play an active role in hiring, mentoring, and developing other engineers on the team.
• Raise the bar for technical standards, reliability, and operational excellence across Intercom’s AI platform.

Profile we’re looking for:

These are indicative, not hard requirements

We’re looking to hire Senior+ AI Infrastructure Engineers. You’re likely a great fit if:

• You have 5+ years of experience in software engineering, with a strong track record of shipping high‑quality products or platforms.
• You hold a degree in Computer Science, Computer Engineering, or a related field (or you have equivalent experience with very strong fundamentals).
• You have hands‑on experience with one or more of the following:
• Model training (especially transformers and LLMs).
• Model inference at scale (again, especially transformers and LLMs).
• Low‑level GPU work, such as writing CUDA or Triton kernels.
• Comfortable working in production environments at meaningful scale (traffic, data, or organizational).
• You communicate clearly, can explain complex technical topics to different audiences, and enjoy close collaboration with both engineers and non‑engineers.
• You take pride in strong technical fundamentals, love learning, and are willing to invest in your own development.
• Have deep knowledge of at least one programming language (for example Python, Ruby, Java, Go, etc.). Specific language experience is less important than your ability to write clean, reliable code and learn new stacks quickly.

Bonus skills & attributes

None of these are required, but they’re nice to have:

• Experience at AI native companies that train and/or run inference for their own models (e.g. modern AI labs or AI‑native product companies).
• Experience running training or inference workloads on Kubernetes.
• Experience with AWS or other major cloud providers.
• Production experience with Python in ML or infrastructure contexts.
• Demonstrated passion for technology through personal projects, open source, meetups, or publishing content about your work and learnings

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, annual bonus and equity
• Regular compensation reviews - we reward great work!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Generous paid time off above statutory minimum
• Hybrid working
• MacBooks are our standard, but we also offer Windows for certain roles when needed.
• Fun events for employees, friends, and family!

#LI-Hybrid

What's the opportunity? 

Principal Engineers at Intercom have the opportunity to lead the definition and execution of key strategic initiatives. You will work autonomously and be accountable for strategic execution in part of the engineering organization. You will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts. You will coach and mentor other engineers and partner closely with the Group Engineering Managers on technical strategy and leadership.

Learn more about our engineering culture at intercom.engineering

What will I be doing? 

As an experienced engineer you will:

• Have a mastery of domain knowledge and work as a leader within the R&D org to drive key strategic projects.

• Provide assessments of project progress, risks and challenges to engineering leadership to help guide resource allocation and prioritisation.

• Contribute to our technical architecture as we grow. We scale to service requests from all our customers’ customers. We’re growing and so are they.

• Care about agility as much you care for scalability and availability. Continuous deployment keeps us focused on incremental releases. Even our biggest technical achievements roll out piece by piece, feature flagged out of sight.

• Contribute to all phases of software development including ideation, prototyping, design and implementation. This role has a mix of both hands-on development as well as lead/architecture work.

• Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems.

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

• Raise the bar for technical standards, performance, reliability, and operational excellence

What skills do I need? 

• Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created

• Significant, demonstrated impact that your work has had on the product and/or the teams

• Deep knowledge of a high-level programming language (for example, Ruby, Python, Perl etc.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working)

• You will have experience with Distributed systems

• 2+ years of experience as the primary technical leader for a team

• Experience collaborating directly with technical leaders, product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams and have a strong sense of product strategy.

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

What's the opportunity? 

Principal Engineers at Intercom have the opportunity to lead the definition and execution of key strategic initiatives. You will work autonomously and be accountable for strategic execution in part of the engineering organization. You will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts. You will coach and mentor other engineers and partner closely with the Group Engineering Managers on technical strategy and leadership.

Learn more about our engineering culture at intercom.engineering

What will I be doing? 

As an experienced engineer you will:

• Have a mastery of domain knowledge and work as a leader within the R&D org to drive key strategic projects.

• Provide assessments of project progress, risks and challenges to engineering leadership to help guide resource allocation and prioritisation.

• Contribute to our technical architecture as we grow. We scale to service requests from all our customers’ customers. We’re growing and so are they.

• Care about agility as much you care for scalability and availability. Continuous deployment keeps us focused on incremental releases. Even our biggest technical achievements roll out piece by piece, feature flagged out of sight.

• Contribute to all phases of software development including ideation, prototyping, design and implementation. This role has a mix of both hands-on development as well as lead/architecture work.

• Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems.

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

• Raise the bar for technical standards, performance, reliability, and operational excellence

What skills do I need? 

• Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created

• Significant, demonstrated impact that your work has had on the product and/or the teams

• Deep knowledge of a high-level programming language (for example, Ruby, Python, Perl etc.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working)

• You will have experience with Distributed systems

• 2+ years of experience as the primary technical leader for a team

• Experience collaborating directly with technical leaders, product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams and have a strong sense of product strategy.

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

• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

What's the opportunity? 

At Intercom, you will be a product engineer - someone who solves real customer problems through a smart and efficient application of your technical knowledge and your tools. You’ll be part of one of our multidisciplinary product teams, where you will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts.

We’re facing many exciting scaling challenges and we’re building a robust platform where your expertise can be applied to areas such as building a beautiful messenger composer, rule matching, deliverability, security, app availability and machine learning, to name a few. 

What will I be doing? 

As an experienced engineer you will:

• Develop technical plans and contribute to our technical architecture as we scale our products to serve tens of millions of people every day.
• Write Ruby code, which knits together a lot of AWS, infrastructure, platform and SaaS technologies that form the core of Intercom’s backend infrastructure
• Ship a change to production on your first day and a feature in your first week. That “day one” change is automatically deployed to production along with 100 other deployments (on average) each weekday.
• Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems.
• Grow your team’s capacity by mentoring other engineers and interviewing candidates. This is a chance to be an integral part of building and growing a team.

What skills do I need? 

• 2+ years of industry experience in a software engineering role, preferably building a SaaS product. You can demonstrate significant impact that your work has had on the product and/or the team.
• 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! Great people are effective and learn what we use quickly (or introduce us to better ways of working)
• Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams
• Experience with Distributed systems

What happens when I apply? 

First, apply so we can review your CV. As the next step, we will send you our take-home test to work on in your own time. You can find more details on the questions and how we evaluate answers here. The following step will be a phone interview with one of our engineers which will focus on technical and culture contribution questions (this step is sometimes broken down into 2 interviews). The final step is a virtual onsite interview. 

Benefits 

What’s the opportunity?

Intercom is the AI Customer Agent company. Our AI agent, Fin, is transforming customer experience for businesses, and we believe that the same AI transformation should power our R&D organization.

At Intercom, shipping is our heartbeat. We are hiring a Senior Engineer for Builder Tools: the AI Developer Experience Enablement team. This is the team that makes shipping delightful, fast, and low-toil for hundreds of engineers and agents.

Your mission is to help turn Intercom’s entire R&D organization into an AI-first engineering machine. We’ve made incredible progress, 90%+ of our code is already written by Claude, but that volume creates entirely new scaling and orchestration challenges. You will work across our codebases, developer environments, and internal tooling to make AI a trustworthy, everyday accelerant.

You will ship tangible solutions every day that work, prove their value, and scale. You’ll focus on developer enablement: operationalizing AI for real-world engineering effectiveness and eliminating drag so all of R&D can do their best work.

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

What you’ll do?

• Build AI-driven automation agents that remove routine work with human-in-the-loop review, prioritize impact, prototype fast, and iterate until the automation transforms engineering.
• Make AI-assisted workflows the default in our developer environments: ship integrations, preconfigured workspaces, and developer agents that engineers want to use.
• Improve our codebases for AI: refactor, document, and introduce standards so agents and code suggestions are more accurate and reliable. Partner with repo owners to trial changes and measure outcomes.
• Instrument and measure everything: define success metrics, track adoption and impact, and use telemetry to guide improvements.
• Balance practicality and safety: design systems that consider cost, observability, privacy, and guardrails so AI features are dependable and trustworthy.
• Evangelise and enable adoption: work with engineering leads and internal champions, create playbooks and demos, and help teams get real benefit from the tooling.
• Ship production-grade services: own design, implementation, tests, and operational runbooks and agent skills.

What skills do I need?

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

• Multiple years building and supporting high-performing systems, ideally in a SaaS, platform, or internal tooling context. You've introduced new tools or workflows that actually got adopted and made a difference.
• Practical AI toolchain experience: hands-on with LLMs, agents or code-assistants, model APIs, or prompt engineering. Demonstrated strong curiosity and a track record of learning these quickly.
• Deep knowledge of at least one major programming language (Ruby, Python, JavaScript, etc.). Experience restructuring, documenting, and modernizing large codebases is a massive plus.
• Developer experience obsession: you think in terms of developer time saved, reliable defaults, and usable workflows. You’ve shipped CI/CD, dev environment automation, code-quality tools, or similar.
• You align stakeholders, share best practices, make engineering trade-offs visible, and listen to your internal customers before acting.
• Bias to action and pragmatism: you iterate fast, unblock yourself and others, and stop or pivot when things do not deliver value.

Why join us?

You’ll be at the heart of Intercom’s shift to AI-first engineering. We’re giving engineers superpowers, shipping solutions that get real traction, and building a foundation for world-class developer productivity. You’ll work alongside kind, driven colleagues and have the autonomy to make a company-wide impact.

Benefits

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

What's the opportunity? 

In the last six months we experienced an increase in demand for software engineers who work closely to our most strategic customers and help bridge the gap between their business goals and our AI Agent for Customer Service, Fin.

As a founding Senior Forward Deployed Engineer you’ll get to interact with our R&D team and influence roadmap decisions while unlocking business impact for our customers. You’ll play a pivotal role in revolutionizing how our most strategic customers scale customer support. You will work closely with customers and our go to market team to deeply understand use cases and design, build, and implement solutions for them. 

If you’re looking for ownership, creativity, and the opportunity to lead R&D and Go-to-Market teams in a fast-paced environment, this role is for you.

What will I be doing? 

• Drive the adoption of Fin by helping prospects unlock the power of Intercom’s AI capabilities to automate and scale their support operations.
• Embed deeply with strategic customers to understand their business challenges and technical requirements in detail. Provide them with insight to achieve outstanding results with Fin.
• Work hands-on with customers' technical teams as a technical expert and trusted advisor, coding side-by-side to drive projects to completion.
• Collaborate closely with Sales, Success, and Product teams to ensure seamless customer experiences, project success and actionable product feedback.
• Contribute to and evolve the Forward Deployed Engineering function. Codify best practices and share insights gained from customer engagements to help us scale and grow.

What skills do I need? 

• Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created. Bonus points if you’re a former founder or early engineer at a startup.
• You are interested in AI/ML. You’re good at quickly building a good understanding of novel problems, capabilities, architectures and understanding trade-offs and limitations
• Strong cross-functional collaboration. Ability to understand and navigate organizational boundaries and bring people together to achieve the best outcome for our customers and Intercom.
• Deep knowledge of a high-level programming language (for example, JavaScript, Python, Ruby, etc.) but it doesn’t need to be a language that we use here. Great people are effective and learn what we use quickly (or introduce us to better ways of working)
• Able to prototype and ship software fast, while maintaining a high bar on quality and the focus on business goals and outcomes.
• Proficient using and writing REST APIs to integrate systems effectively.
• Strong communicator. Can easily talk to engineers and non-technical audiences about the same topics at different altitudes, and different levels of detail.
• Willing to travel and work on-site with customers to build strong relationships and deeply understand their needs.

Benefits 

What's the opportunity? 

In the last six months we experienced an increase in demand for software engineers who work closely to our most strategic customers and help bridge the gap between their business goals and our AI Agent for Customer Service, Fin.

As a founding Senior Forward Deployed Engineer you’ll get to interact with our R&D team and influence roadmap decisions while unlocking business impact for our customers. You’ll play a pivotal role in revolutionizing how our most strategic customers scale customer support. You will work closely with customers and our go to market team to deeply understand use cases and design, build, and implement solutions for them. 

If you’re looking for ownership, creativity, and the opportunity to lead R&D and Go-to-Market teams in a fast-paced environment, this role is for you.

What will I be doing? 

• Drive the adoption of Fin by helping prospects unlock the power of Intercom’s AI capabilities to automate and scale their support operations.
• Embed deeply with strategic customers to understand their business challenges and technical requirements in detail. Provide them with insight to achieve outstanding results with Fin.
• Work hands-on with customers' technical teams as a technical expert and trusted advisor, coding side-by-side to drive projects to completion.
• Collaborate closely with Sales, Success, and Product teams to ensure seamless customer experiences, project success and actionable product feedback.
• Contribute to and evolve the Forward Deployed Engineering function. Codify best practices and share insights gained from customer engagements to help us scale and grow.

What skills do I need? 

• Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created. Bonus points if you’re a former founder or early engineer at a startup.
• You are interested in AI/ML. You’re good at quickly building a good understanding of novel problems, capabilities, architectures and understanding trade-offs and limitations
• Strong cross-functional collaboration. Ability to understand and navigate organizational boundaries and bring people together to achieve the best outcome for our customers and Intercom.
• Deep knowledge of a high-level programming language (for example, JavaScript, Python, Ruby, etc.) but it doesn’t need to be a language that we use here. Great people are effective and learn what we use quickly (or introduce us to better ways of working)
• Able to prototype and ship software fast, while maintaining a high bar on quality and the focus on business goals and outcomes.
• Proficient using and writing REST APIs to integrate systems effectively.
• Strong communicator. Can easily talk to engineers and non-technical audiences about the same topics at different altitudes, and different levels of detail.
• Willing to travel and work on-site with customers to build strong relationships and deeply understand their needs.

Benefits 

What's the opportunity?

In the last six months, we experienced an increase in demand for software engineers who work closely with our most strategic customers and help bridge the gap between their business goals and our AI Agent for Customer Service, Fin.

As a Staff Forward Deployed Engineer, you’ll work directly with these customers and our Go-To-Market team to deeply understand use cases and design, build, and implement solutions for them. You’ll operate with a high degree of autonomy and trust: expected to set direction, own outcomes, and represent Intercom confidently in high-stakes customer contexts. As a result, you’ll play a pivotal role in revolutionising how our customers scale their support operations while unlocking meaningful business impact.

In addition, you’ll lead by example: acting as a cross-functional force multiplier who influences product direction with field insight and helps define what Forward Deployed Engineering means at Intercom.

If you’re looking for ownership, creativity, and the chance to steer R&D and Go-To-Market teams in a fast-paced environment, this role is for you.

What will I be doing?

• Lead the adoption of Fin by helping prospects unlock the power of Intercom’s AI capabilities to automate and scale their support operations. 
• Embed deeply with strategic customers to understand their business challenges and technical requirements, acting as a proactive partner who steers them toward outstanding results with Fin.
• Work hands-on with customers’ technical teams as a confident subject-matter expert and trusted advisor, coding side-by-side to drive projects to completion.
• Collaborate closely with Sales, Success, and Product teams, and actively influence their work to ensure seamless customer experiences, project success, and timely, actionable product feedback.
• Lead and evolve the Forward Deployed Engineering function, sharing insights and shaping how the role operates as it grows.
• Leverage connections across our strategic accounts to anticipate challenges, align stakeholders quickly and influence decisions that drive us to success.
• Provide guidance and mentorship to Forward Deployed Engineers and Solutions Engineers as we continue to scale.
  
  

What skills do I need?

• Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created. Bonus points if you’re a former founder or early engineer at a startup.
• Demonstrated track record of autonomous decision-making, prioritisation and accountability for outcomes: such as 2+ years serving as the primary technical leader for a team.
• You are interested in AI/ML and able to ramp up on unfamiliar concepts quickly: absorbing new capabilities, limitations and trade-offs fast enough to guide customers and internal teams.
• You set the high bar for cross-functional collaboration. Skilled at navigating organisational boundaries, rallying diverse teams, and steering everyone toward the best outcome for our customers and Intercom.
• Deep knowledge of a high-level programming language (for example, JavaScript, Python, Ruby, etc.) but it doesn’t need to be a language that we use here. Great people are effective and learn what we use quickly (or introduce us to better ways of working).
• Decisive and pragmatic: know when to prototype and ship fast yourself, and when to escalate or delegate. Always keeping quality high and business goals front-of-mind.
• Proficient using and writing REST APIs to integrate systems effectively.
• Strong communicator who tailors the message to any audience. Can easily talk to engineers and non-technical audiences about the same topics at the right level of detail.
• Willing to travel and work on-site with customers to build strong relationships and deeply understand their needs.
  
  

Benefits 

What's the opportunity?

In the last six months, we experienced an increase in demand for software engineers who work closely with our most strategic customers and help bridge the gap between their business goals and our AI Agent for Customer Service, Fin.

As a Staff Forward Deployed Engineer, you’ll work directly with these customers and our Go-To-Market team to deeply understand use cases and design, build, and implement solutions for them. You’ll operate with a high degree of autonomy and trust: expected to set direction, own outcomes, and represent Intercom confidently in high-stakes customer contexts. As a result, you’ll play a pivotal role in revolutionising how our customers scale their support operations while unlocking meaningful business impact.

In addition, you’ll lead by example: acting as a cross-functional force multiplier who influences product direction with field insight and helps define what Forward Deployed Engineering means at Intercom.

If you’re looking for ownership, creativity, and the chance to steer R&D and Go-To-Market teams in a fast-paced environment, this role is for you.

What will I be doing?

• Lead the adoption of Fin by helping prospects unlock the power of Intercom’s AI capabilities to automate and scale their support operations. 
• Embed deeply with strategic customers to understand their business challenges and technical requirements, acting as a proactive partner who steers them toward outstanding results with Fin.
• Work hands-on with customers’ technical teams as a confident subject-matter expert and trusted advisor, coding side-by-side to drive projects to completion.
• Collaborate closely with Sales, Success, and Product teams, and actively influence their work to ensure seamless customer experiences, project success, and timely, actionable product feedback.
• Lead and evolve the Forward Deployed Engineering function, sharing insights and shaping how the role operates as it grows.
• Leverage connections across our strategic accounts to anticipate challenges, align stakeholders quickly and influence decisions that drive us to success.
• Provide guidance and mentorship to Forward Deployed Engineers and Solutions Engineers as we continue to scale.
  
  

What skills do I need?

• Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created. Bonus points if you’re a former founder or early engineer at a startup.
• Demonstrated track record of autonomous decision-making, prioritisation and accountability for outcomes: such as 2+ years serving as the primary technical leader for a team.
• You are interested in AI/ML and able to ramp up on unfamiliar concepts quickly: absorbing new capabilities, limitations and trade-offs fast enough to guide customers and internal teams.
• You set the high bar for cross-functional collaboration. Skilled at navigating organisational boundaries, rallying diverse teams, and steering everyone toward the best outcome for our customers and Intercom.
• Deep knowledge of a high-level programming language (for example, JavaScript, Python, Ruby, etc.) but it doesn’t need to be a language that we use here. Great people are effective and learn what we use quickly (or introduce us to better ways of working).
• Decisive and pragmatic: know when to prototype and ship fast yourself, and when to escalate or delegate. Always keeping quality high and business goals front-of-mind.
• Proficient using and writing REST APIs to integrate systems effectively.
• Strong communicator who tailors the message to any audience. Can easily talk to engineers and non-technical audiences about the same topics at the right level of detail.
• Willing to travel and work on-site with customers to build strong relationships and deeply understand their needs.
  
  

Benefits 

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?

As a Staff Engineer in our Growth organization, you will be a technical leader within a team and a strong contributor to the engineering organization. You will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts. You will coach and mentor other engineers and partner closely with the Engineering Manager to develop the team and to devise technical strategy.

You will be joining our Growth organization as part of our Self‑Serve team. This team owns the end‑to‑end, no‑touch customer journey – from discovering Intercom, to signing up, onboarding, trialling, and upgrading – entirely through the product, without ever talking to Sales.

The team runs high‑impact experiments and builds product experiences that improve the self‑serve funnel (sign‑up → trial → paid), drive product adoption, reduce churn, and ultimately deliver uplift in self‑serve revenue growth.

Their mission is to grow and retain the self‑serve customer base and they work cross‑functionally with Marketing, Web, GTM, and other Growth teams (Billing, Pricing and Packaging, etc). They sit very close to the revenue line, with clear ownership of self‑serve ARR and expansion

Learn more about our engineering culture at intercom.engineering

What will I be doing?

As an experienced engineer you will:

• Contribute to our technical architecture as we grow. We scale to service requests from all our customers’ customers. We’re growing and so are they.
• Care about agility as much as you care for scalability and availability. Continuous deployment keeps us focused on incremental releases. Even our biggest technical achievements roll out piece by piece, feature flagged out of sight.
• Contribute to all phases of software development including ideation, prototyping, design and implementation. This role has a mix of both hands-on development as well as lead/architecture work.
• Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems.
• Play an active role in hiring, mentoring and career development of other engineersRaise the bar for technical standards, performance, reliability, and operational excellence
  
  

What skills do I need?

• Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created
• Even better if you have experience in similar Growth organizations or in parts of the business that have commercial impact and responsibility
• Significant, demonstrated impact that your work has had on the product and/or the teams
• Deep knowledge of a high-level programming language (for example, Ruby, Python, Perl etc.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working)
• You will have experience with Distributed systems
• 2+ years of experience as the primary technical leader for a team
• Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams and have a strong sense of product strategy.
  
  

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?

At Intercom, you will be a product engineer - someone who solves real customer problems through a smart and efficient application of your technical knowledge and your tools. You’ll be part of one of our multidisciplinary product teams, where you will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts.

We’re facing many exciting scaling challenges and we’re building a robust platform where your expertise can be applied to areas such as building a beautiful messenger composer, rule matching, deliverability, security, app availability and machine learning, to name a few.

We are looking for a Senior Engineer to join the team that builds and maintains a wide range of APIs and core services that support customer data management and integrations. We empower our customers and developers to move their data to best leverage our AI Agent, including Intercom’s MCP functionality.

Our team also manages strategic integrations with apps like Salesforce, Stripe, Shopify, and others, ensuring seamless data synchronization across external systems.

What will I be doing?

• Contribute to all phases of software development including ideation, prototyping, design and implementation.
• Collaborate with Product, Design, and Partnerships teams to ensure our data services meet business needs and provide a great developer experience.
• Design, develop, and maintain Intercom’s APIs, making sure they are feature rich, performant, robust, and well documented.
• Build and enhance our strategic integrations with apps like Salesforce, Stripe, and Shopify.
• Implement systems to monitor what we have built, to detect and surface both bottlenecks and problems with queues, workers and data quality issues.
• As a senior engineer, you will lead complex team level projects from ambiguous customer problems to delivered technical solutions.
• Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems.
• 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 across Intercom.

What skills do I need?

• 5+ years industry experience in a software engineering role. You can demonstrate significant impact that your work has had on the product and/or the team.
• Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.)
• Proficient with standard software engineering methodologies, e.g. unit testing, object-oriented design, data structures, code reviews, design documentation, and utilising observability tooling.
• Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams
• Understanding of modern web apps and distributed systems, along with an ability to articulate technical challenges and solutions.
• Ability to learn quickly, iterate, unblock yourself, and persist until the right problem is solved.
• Experience modeling data to solve problems in elegant and efficient ways
• Experience with creating and consuming APIs and API documentation.
• Some hands-on cloud provider experience (preferably AWS).
• Strong problem-solving skills and a collaborative mindset.
• Experience as a technical lead for team level projects

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? 

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?

At Intercom, you will be a product engineer - someone who solves real customer problems through a smart and efficient application of your technical knowledge and your tools. You’ll be part of one of our multidisciplinary product teams, where you will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts.

We’re facing many exciting scaling challenges and we’re building a robust platform where your expertise can be applied to areas such as building a beautiful messenger composer, rule matching, deliverability, security, app availability and machine learning, to name a few. 

What will I be doing?

As an experienced engineer you will:

• Develop technical plans and contribute to our technical architecture as we scale our products to serve tens of millions of people every day.
  
  
• Write Ruby code, which knits together a lot of AWS, infrastructure, platform and SaaS technologies that form the core of Intercom’s backend infrastructure
  
  
• Ship a change to production on your first day and a feature in your first week. That “day one” change is automatically deployed to production along with 100 other deployments (on average) each weekday.
  

• Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems.

• Grow your team’s capacity by mentoring other engineers and interviewing candidates. This is a chance to be an integral part of building and growing a team.
  
  

What skills do I need?

• 5+ years of industry experience in a software engineering role, preferably building a SaaS product. You can demonstrate significant impact that your work has had on the product and/or the team.
  
  
• Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.) (If you don't know a language we use, that's okay! We think great people can learn quickly or introduce us to better ways of working.)
  
  
• but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working)
  
  
• Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams
  
  
• Experience with Distributed systems 

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? 

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?

At Intercom, you will be a Senior Software Engineer - someone who solves real customer problems through a smart and efficient application of your technical knowledge and your tools. You’ll be part of one of our multidisciplinary product teams, where you will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts.

We’re facing many exciting scaling challenges and we’re building a robust platform where your expertise can be applied to areas such as building a beautiful messenger composer, rule matching, deliverability, security, app availability and machine learning, to name a few. 

What will I be doing?

As an experienced engineer you will:

• Develop technical plans and contribute to our technical architecture as we scale our products to serve tens of millions of people every day.
  
• Write Ruby code, which knits together a lot of AWS, infrastructure, platform and SaaS technologies that form the core of Intercom’s backend infrastructure
  
• Ship a change to production on your first day and a feature in your first week. That “day one” change is automatically deployed to production along with 100 other deployments (on average) each weekday.
• Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems.
• Grow your team’s capacity by mentoring other engineers and interviewing candidates. This is a chance to be an integral part of building and growing a team.
  
  

What skills do I need?

• 5+ years of industry experience in a software engineering role, preferably building a SaaS product. You can demonstrate significant impact that your work has had on the product and/or the team.
  
• Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.) (If you don't know a language we use, that's okay! We think great people can learn quickly or introduce us to better ways of working.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working)
  
• Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams
  
• Experience with Distributed systems 

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

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.