Senior Engineering Manager - Support Platform

Intercom; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading customer service company in London is seeking a Senior Engineering Manager to lead high-performing teams within their customer support solutions. This role focuses on owning complex product areas, driving clarity and alignment, and ensuring exceptional customer experiences. Ideal candidates will have over 5 years of experience in engineering leadership, especially in SaaS environments, and a strong customer focus. Competitive salary and hybrid working model are offered.

Benefits

Competitive salary and equity

Free lunch and snacks

Pension scheme

Health and dental insurance

Flexible paid time off

Paid maternity and paternity leave

Cycle-to-Work Scheme

MacBook provided

Qualifications

• Minimum 5+ years of experience leading engineering teams.
• Proven ability to align work across complex domains.
• Eager to directly work with customers and turn insights into product decisions.

Responsibilities

• Own one of Intercom’s largest product areas end-to-end.
• Work directly with customers to understand their needs.
• Drive clarity and alignment across teams.

Skills

Leadership in engineering teams

Customer-facing software products

Hands-on leadership

Outcome-driven mentality

AI tools proficiency

Experience in SaaS environments

Ability to thrive in fast-paced environments

Job description

Senior Engineering Manager - Support Platform

London, England

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?

Join Intercom as a Senior Engineering Manager and lead teams at the heart of our support strategy and our mission to make business personal. You’ll be responsible for the Inbox and Ticketing product, which sits at the core of Intercom’s customer support solution — a product used daily by tens of thousands of businesses to deliver exceptional customer experiences.

This is a unique opportunity to lead high‑performing teams that deliver significant customer impact while raising the bar for how we build and deliver products. You’ll drive clarity, ownership, and excellence across multiple product areas, helping shape the future of customer support at scale.

What will I be doing?

• Own one of Intercom’s largest and most complex product areas end‑to‑end — setting vision, priorities, and measurable outcomes.
• Work directly with customers and internal functions (including Sales, GTM, and Customer Support) to deeply understand their needs and translate insights into impactful product solutions.
• Act as the single accountable owner for your product area — comfortable being directly responsible for roadmap, execution, and results, and not shy about stepping into product‑thinking shoes when needed.
• Drive clarity and alignment across teams, balancing near‑term delivery with long‑term product strategy.
• Continuously raise the bar for quality, reliability, and customer experience within your teams and beyond.
• Partner closely with Staff and Principal Engineers to shape direction, architecture, and execution.
• Coach and grow engineers and emerging leaders, supporting their development and helping them deliver exceptional outcomes.
• Foster a culture of ownership, accountability, and autonomy, enabling your teams to move fast and deliver meaningful results.
• Contribute to Intercom’s engineering culture, helping evolve how we build customer‑driven software across the organization.

What skills do I need?

• Minimum 5+ years of experience leading engineering teams building and delivering customer‑facing software products.
• Proven ability to lead multiple teams or broad product areas, aligning work across complex domains.
• Ahands‑on leader who brings clarity, context, and energy — ready to roll up your sleeves, dive deep, and stay close to the work and your teams, not just manage from a distance.
• Thrives in ambiguous, fast‑paced environments, providing stability, structure, and momentum.
• Strong product mindset and customer obsession — you think in terms of customer problems, measurable outcomes, and business impact.
• Comfortable being the sole directly responsible individual (DRI) for your area, taking full ownership of outcomes and stepping confidently into product‑thinking shoes when needed.
• Outcome‑driven and an unblocker by nature — you take ownership of problems, remove barriers proactively, and relentlessly drive your teams toward success. You’re energized by achieving results and seeing impact.
• Eager to directly work with customers, and skilled at turning customer feedback and data into actionable insights and impactful product decisions.
• Passionate about building high‑autonomy, high‑accountability teams that consistently deliver exceptional customer outcomes.
• This is an AI‑first role with a high bar for excellence. We expect you to be fluent in using AI tools to solve problems, accelerate output, and inspire others to do the same — helping shape a culture that embraces AI as a core advantage.
• Experience leading teams in SaaS, customer‑facing product environments.
• Experience working in a scale‑up or similarly fast‑paced environment.

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

• 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
• 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 also offer Windows for certain roles when needed.

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.

Culture & Values

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.

EEO Statement

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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