Product Engineer

Intercom, Inc.; City of Westminster; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading AI Customer Service company in the UK is seeking an experienced software engineer to develop technical plans and contribute to architecture. The role requires 2+ years of experience, strong programming skills (especially in Ruby), and a collaborative mindset. You'll have the chance to ship code on your first day and work in a dynamic team. The company offers competitive salaries, equity options, and flexible working arrangements to foster a growing team environment.

Benefits

Competitive salary and equity

Lunch and snacks provided

Regular compensation reviews

Pension scheme with matching

Health and dental insurance

Flexible paid time off

Paid maternity and paternity leave

Cycle-to-Work Scheme

Qualifications

• 2+ years of industry experience in a software engineering role.
• Proven track record of delivering value to customers or users.
• Deep knowledge of a high-level programming language.

Responsibilities

• Develop technical plans and contribute to technical architecture.
• Write Ruby code integrated with various technologies.
• Ship a change to production on the first day.

Skills

Software engineering experience

High-level programming languages

Collaborating with product teams

Experience with distributed systems

Tools

Ruby

AWS

Job description

Company Overview

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.

Requirements

• 2+ years of industry experience in a software engineering role, preferably building a SaaS product. You can demonstrate significant impact that your work has had on the product and/or the team.
• Deep knowledge of a high‑level programming language (for example, Ruby, Python, Javascript etc.) but it doesn't need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working).
• Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross‑disciplinary teams.
• Experience with Distributed systems. Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Responsibilities

• Develop technical plans and contribute to our technical architecture as we scale our products to serve tens of millions of people every day.
• Write Ruby code, which knits together a lot of AWS, infrastructure, platform and SaaS technologies that form the core of Intercom's backend infrastructure.
• Ship a change to production on your first day and a feature in your first week. That "day one" change is automatically deployed to production along with 100 other deployments (on average) each weekday.
• Build using the best tools in the industry. We invest heavily in AI‑powered developer tools that remove friction and help you focus on solving meaningful problems.
• Grow your team's capacity by mentoring other engineers and interviewing candidates. This is a chance to be an integral part of building and growing a team.

Benefits

• Competitive salary and equity in a fast‑growing start‑up.
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%.
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents.
• Flexible paid time off policy.
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones.
• If you're cycling, we've got you covered on the Cycle‑to‑Work Scheme. With secure bike storage too.
• MacBooks are our standard, but we're happy to get you whatever equipment helps you get your job done.

Culture & Inclusion

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race. Policies Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non‑work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.