Principal Engineer, Web Platform – Team Web

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What’s the opportunity?

Intercom’s websites, including intercom.com and fin.ai, are strategic growth levers for the company — powering storytelling, brand, experimentation, and product discovery. As our Principal Engineer, you will shape the technical direction and architectural evolution of our web platform and systems. You’ll act as the technical leader across our marketing and growth web surfaces. This is a cross-functional engineering leadership role, partnering with marketing, analytics, design, data science, and engineering teams — to ensure our web stack is modern, performant, measurable, and delightful to build on. You’ll operate with a high degree of autonomy and will be accountable for setting the long-term technical strategy for the team and executing against it.

What will I be doing?

As a senior technical leader, you will

Own and evolve the architecture of Intercom’s web platform.

Define the long-term technical strategy for the web team, focusing on scalability, performance, developer productivity, observability, and system reliability.

Collaborate closely with marketing, design, analytics, and data science stakeholders to ensure the platform supports their goals with accuracy, performance, and agility.

Lead and influence the design and implementation of MarTech systems for event tracking, attribution, funnel reporting, A/B testing infrastructure, and more.

Partner with engineers across web, infrastructure, and data to create a high-quality, cohesive technical ecosystem.

Mentor and elevate engineers across the team and organisation — providing guidance on architecture, data modeling, system design, and engineering best practices.

Set the standard for technical excellence in reliability, maintainability, code quality, and operational readiness.

Provide technical leadership and insight to Engineering Managers, Product Managers, and executive stakeholders - communicating risks, trade-offs, and opportunities clearly.

Contribute hands-on to the codebase — leading by example and helping unblock and accelerate key projects.

What skills do I need?

We’re looking for someone who brings deep technical expertise, cross-functional leadership, and strong domain knowledge in web systems. You should have:

12+ years of software engineering experience

Experience in a high-scale growth-focused web environment.

A track record of technical leadership and influencing technical direction across multiple teams or departments.

Deep expertise in Next.js and the React ecosystem.

Experience with headless CMS platforms such as Contentful or Sanity - including content modeling, migration, and multi-site architecture.

Experience with infrastructure-as-code (Terraform), cloud platforms (AWS, CloudFront, S3), and deployment platforms (Vercel).

Experience designing or operating experimentation infrastructure - A/B testing frameworks, event instrumentation, attribution systems and tools like Eppo.

Strong understanding of web analytics and data instrumentation - experience with event tracking SDKs, Google Tag Manager, or similar.

Comfortable working in and supporting full-stack codebases - even if this role is not UI-heavy,