Engineering Manager - AI Helpdesk

Intercom
Dublin, London
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["People leadership","Coaching","Communication","Strategic thinking","Judgment"]

Lead and grow an engineering team building an AI-first helpdesk for customer support teams. Partner closely with Product, Design, Customer Support, and AI/ML partners to shape strategy, roadmap, and priorities, translating customer and operational problems into reliable, customer-facing experiences. Bring technical judgment across architecture, quality, and long-term product health while removing impediments, coaching engineers, and helping teams deliver complex work at a healthy pace.

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FursaFursa
Intercom
Intercom
3 years ago

Engineering Manager - AI Helpdesk

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead and grow an engineering team building an AI-first helpdesk for customer support teams. Partner closely with Product, Design, Customer Support, and AI/ML partners to shape strategy, roadmap, and priorities, translating customer and operational problems into reliable, customer-facing experiences. Bring technical judgment across architecture, quality, and long-term product health while removing impediments, coaching engineers, and helping teams deliver complex work at a healthy pace.
Location: Dublin, London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and grow a high-performing engineering team building AI-first helpdesk capabilities.
  • •Set clear goals and create conditions for the team to deliver valuable, reliable product at a healthy pace.
  • •Partner closely with Product and Design to shape strategy, roadmap, priorities, and customer outcomes.
  • •Bring technical judgment across architecture, quality, reliability, and long-term product health.
  • •Coach engineers and help align engineering decisions across adjacent AI Helpdesk teams.

Pay and Benefits

Equity and Bonus:Equity
Perks:EquityPensionHealth InsuranceDentalPaid LeaveLife Assurance

Key Requirements

  • •Experience managing software engineering teams building customer-facing products.
  • •Strong product engineering instincts focused on customer problems, user experience, and measurable outcomes.
  • •The ability to shape strategy, prioritize effectively, and create clarity in ambiguous environments.
  • •Enough technical depth to engage credibly in architecture discussions, understand trade-offs, and unblock engineers.
  • •A track record of delivering complex work predictably while balancing speed, quality, and reliability.
Skills:People leadershipCoachingCommunicationStrategic thinkingJudgment
Languages:English
Tech Stack:AIAI/MLAutomationIntercomCopilot

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