Senior Engineering Manager, Customer Agent

Intercom
Dublin
Workplace: HybridFull timeFunction: Data Science & Machine LearningSkills: ["People leadership","Communication","Critical thinking","Extreme autonomy","Product mindset"]

Lead 1–2 strategically significant work streams within the Service Agent pillar, owning outcomes end-to-end and driving execution under fast-changing priorities. You’ll be on the front line—coding sometimes, analyzing, and coordinating cross-functionally—while building high-performing engineering teams in an AI-first culture. Partner with the Engineering Director on pillar-level strategy, grow senior engineers into leaders, and ensure your work directly moves customer and product impact.

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FursaFursa
Intercom
Intercom
3 months ago

Senior Engineering Manager, Customer Agent

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead 1–2 strategically significant work streams within the Service Agent pillar, owning outcomes end-to-end and driving execution under fast-changing priorities. You’ll be on the front line—coding sometimes, analyzing, and coordinating cross-functionally—while building high-performing engineering teams in an AI-first culture. Partner with the Engineering Director on pillar-level strategy, grow senior engineers into leaders, and ensure your work directly moves customer and product impact.
Location: Dublin
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Manager level

Key Responsibilities

  • •Own strategically significant work streams end-to-end, accountable for outcomes and impact beyond delivery cadence.
  • •Lead from the front by deeply understanding the product and context; code, analyze, collaborate cross-functionally, or unblock engineers as needed.
  • •Spin up and scale dynamic teams around emerging priorities, building momentum under aggressive timelines as team shapes change.
  • •Develop senior engineers into leaders with direct, actionable feedback that changes outcomes and grows leadership capacity.
  • •Partner with the Engineering Director on pillar-level strategy: where to invest, where to fall behind, and what to defund based on ground-level insight.

Pay and Benefits

Perks:EquityPension SchemeHealth InsuranceDentalPaid LeaveLife AssuranceRemote Work

Key Requirements

  • •Be an exceptional people leader who is also personally action-oriented, driving outcomes when it matters.
  • •Have a product-minded approach—challenge direction, spot strategic gaps, and decide what work matters most.
  • •Have operated at real scale and ship reliably in production, with urgency and bias toward action.
  • •Bring AI fluency by actively experimenting with AI-assisted development and pushing teams to adopt new ways of working.
  • •Be technically credible and able to review architectures, ask the right questions, and communicate effectively with leadership and stakeholders.
Experience:AI-native startupsSaaSDistributed systems
Skills:People leadershipCommunicationCritical thinkingExtreme autonomyProduct mindset
Languages:English
Tech Stack:Claude CodeMCP serversOpus 4.6Shared tooling

Company Brief

Intercom
Provides a customer messaging platform combining chat, bots, and product tours to help businesses convert, engage, and support customers across their lifecycle. Integrates with CRM and workflow tools for personalized in-app and email communication.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn