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 stack.

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 suppor