Senior Engineering Manager - Support Platform

Intercom; Greater London; Hybrid; GBP 85,000 - 110,000; Full time

Job summary

A leading AI Customer Service company in the UK is seeking a Senior Engineering Manager to lead teams in developing the Inbox and Ticketing product. This role involves setting vision and driving clarity across product areas while ensuring exceptional customer experiences. The ideal candidate will have over 5 years of experience in leading engineering teams, a strong product mindset, and an ability to thrive in fast-paced environments. The company offers a hybrid working model and a range of competitive benefits.

Benefits

Competitive salary and equity

Daily lunch and snacks

Regular compensation reviews

Pension scheme with 4% match

Health and dental insurance

Flexible paid time off

Paid maternity and paternity leave

Cycle-to-Work Scheme

MacBook standard equipment

Qualifications

• 5+ years of experience leading engineering teams.
• Experience aligning multiple teams across complex domains.
• Hands-on leader who thrives in fast-paced environments.
• Proven ability to work with customers directly for product insights.

Responsibilities

• Own and set vision for large product areas.
• Collaborate with Sales and support teams to understand needs.
• Drive roadmap execution and results accountability.
• Foster a culture of ownership and accountability.

Skills

Leading engineering teams

Product mindset

Customer obsession

Ambiguous environment adaptability

Outcome-driven approach

High-autonomy teams

Tools

AI tools

Job description

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

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 inambiguous, fast-paced environments, providing stability, structure, and momentum.
• Strongproduct mindset and customer obsession — you think in terms of customer problems, measurable outcomes, and business impact.
• Comfortable being thesole 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 buildinghigh-autonomy, high-accountability teams that consistently deliver exceptional customer outcomes.
• This is anAI-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.

Bonus skills & attributes

• Experience leading teams in SaaS, customer-facing product environments.
• Experience working in a scale-up or similarly fast-paced environment.

Benefits

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
• 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 also offer Windows for certain roles when needed.

#LI-Hybrid

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.

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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