Senior Engineering Manager - Developer Experience Platform

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 wins by shipping quickly with confidence. Shipping is our heartbeat.

Builder Tools (Developer Experience Platform) is the team that makes shipping delightful: fast, reliable, and low-toil for hundreds of engineers. We own CI/CD, developer and AI workflows, build and test infrastructure, feature flagging, and observability for shipping pipelines. We’re the platform team that prevents duplicated work across engineering.

You will lead and grow a team that builds the systems and tooling enabling Intercom to move fast and safely. With AI dramatically accelerating our delivery needs, this role is more critical than ever. Learn how we ship 250 versions of Intercom per day, discover our engineering culture at intercom.engineering and explore our engineering values.

What will I be doing?

Lead the Builder Tools engineering team: hire, coach, set outcomes, remove blockers, and build a high-performance culture.

Own the developer experience: define SLOs, build cost models, and measure DX with the same rigor we apply to customer-facing products.

Collaborate closely with domain experts and other parts of R&D, earning trust through deep domai