Senior Product Engineer - Pricing & Packaging

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.

About the Team

AI product pricing is a wide-open problem in SaaS, and this team is writing the playbook. This is one of the most exciting times to join Pricing & Packaging at Fin. You'll be pioneering the monetisation of an entirely new category of AI agents, experimenting with bold new business models that challenge how software has traditionally been sold, and building towards an AI-first quote-to-cash platform where pricing launches, integrity checks, and operational workflows are increasingly automated.

Pricing & Packaging is where Fin product velocity meets its commercial reality. We work at the intersection of an industry-leading R&D organisation shipping AI products at pace and a world-class go-to-market team selling them at scale - and we own the connective tissue between the two: pricing infrastructure, product packaging (plans, add-ons, feature access, entitlements), trial mechanics, paywalls, and the integrations that wire pricing intent into billing reality across Stripe, Salesforce CPQ, and internal APIs. The work directly moves millions of dollars of revenue

The role

You'll work as an experienced individual contributor alongside Staff and Principal engineers on technical strategy, and with Product, Analytics Engineering, Research and Data Science, Finance, Billing Ops and GTM on scoping and delivery. You'll raise the quality bar around you through design reviews, code review, and clear technical communication.

Claude Code is our primary engineering interface. We work AI-first and expect every engineer to actively use and improve AI-assisted workflows.

What will I be doing?

Design, build, and ship reliable systems across pricing configuration, packaging, trial mechanics, paywalls, and the integrations that connect them to billing and contract infrastructure.

Own your work end-to-end: from technical design through deployment, observability, on-call, and incident response.

Contribute to architectural decisions - identifying the right tradeoffs between near-term delivery and long-term platform health.

Drive safe, well-managed change: system migrations, integrations, and modernisation efforts with robust rollout plans and data integrity guarantees.

Build and iterate on AI-assisted engineering workflows - domain-aware CI checks, issue investigations, and automated triage tooling.

Contribute to pricing integrity across systems - detecting and preventing drift between pricing configuration, billing state, Salesforce, and downstream financial reporting.

What we're looking for

5+ years of backend engineering experience shipping customer-facing or revenue-impacting systems

Strong architectural instincts: you can design for correctness and scale across distributed, integrated systems, and make pragmatic tradeoffs to ship safely and fast

High ownership orientation: you treat production health, pricing correctness, and data integrity as first-class concerns

Clear technical communicator: you write crisp design docs, surface tradeoffs early, and keep stakeholders informed without being chased

Comfortable in a high-reliability environment where a misconfigured price has immediate revenue impact

Product-oriente