Senior Director, Engineering

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.

The world’s first customer platform helping internet businesses accelerate growth

Intercom builds a suite of messaging-first products that all modern internet businesses can use to accelerate growth across the customer lifecycle, from acquisition, to engagement, and support. Today more than 25,000 businesses, including New Relic, Sotheby’s, and Shopify, use Intercom to connect with a billion unique people worldwide.

Intercom is a deeply creative company with the confidence to believe it can fundamentally change the future of internet business. Our people are incredibly ambitious, yet humble. Warm, accepting, and positive. Whether you build, market, sell or support product, we want you to make your mark with us.

What's the opportunity?

Intercom is on an extraordinary trajectory. We've grown from a $318M to a nearly $400M business in a single year, and our AI agent Fin is the world’s best CX agent. We're not slowing down. We're building a full stack AI company and a product for an AI first world.

To fuel this next chapter, we're establishing a major new R&D hub in Berlin — our first significant R&D presence in continental Europe. Berlin will become a core pillar of Intercom's R&D organization, and we're hiring a Senior Director of Engineering to be its founding R&D leader.

This is a rare opportunity to build something from the ground up at a company with real scale, real revenue, and real ambition. You will be the senior engineering leader in Berlin, responsible for standing up and scaling a world-class R&D organization. You'll shape the culture, establish the operating rhythm, and ensure Berlin teams are fully integrated into Intercom's strategy from day one.

You will report to the VP of Engineering and operate as a member of the R&D leadership team, partnering closely with your peers in Dublin and London. This role carries significant strategic weight — you will help define how Intercom builds and ships product across a multi-site, globally distributed R&D organization.

What will I be doing?

Building and Leading the Berlin R&D Hub

Serving as the site lead and senior R&D leader in Berlin, setting the tone for R&D excellence, culture, and pace

Hiring and developing a team who embody Intercom's values and move with impatience

Establishing Berlin's operating rhythm — onboarding, team formation, and cross-location collaboration practices that ensure new hires are productive and connected from week one

Driving Strategy and Execution

Owning one or more areas of ownership within Intercom's product

Being accountable for delivering real impact for our customers

Partnering with Product and Design leadership to shape strategy and deliver to a high bar

Leading the definition and execution of key strategic initiatives across R&D and Intercom more broadly

Cultivating a High-Performance Culture

You are excited about the AI future, constantly learning and pushing yourself and others to understand what new boundaries can be pushed. You want to instill the same beliefs into your teams so that they can achieve far more than in the past.

Creating an environment of urgency, accountability, and continuous improvement where teams