Staff Engineer - Web Analytics & Infrastructure

Intercom, Inc.; Camden Town; On-site; GBP 80,000 - 110,000; Full time

Job summary

A leading AI customer service company in the UK is hiring a Staff Engineer. This role involves leading backend architecture for websites, collaborating with cross-functional teams, and mentoring engineers. Ideal candidates have over 10 years of experience in software engineering with a focus on analytics and infrastructure. Competitive salary, flexible paid time off, and comprehensive benefits are offered.

Benefits

Competitive salary and equity

Free lunch and snacks

Regular compensation reviews

Pension scheme with match

Health and dental insurance

Flexible paid time off

Cycle-to-Work Scheme

Standard MacBooks

Qualifications

• 10+ years of software engineering experience, focusing on analytics and infrastructure.
• Proven ability to design and maintain scalable APIs and data systems.
• Familiarity with data pipeline technologies and event instrumentation best practices.
• Strong grasp of CI/CD and system reliability practices in web-scale environments.

Responsibilities

• Lead design and ownership of backend systems powering websites.
• Collaborate with teams to define requirements and ship tools for analytics.
• Architect scalable solutions for event tracking ensuring data quality.
• Coach and mentor other engineers on best practices.

Skills

Software engineering experience

Analytics expertise

Infrastructure knowledge

Collaboration skills

Education

Bachelor's degree in Computer Science, Engineering, or related field

Tools

Terraform

AWS

CI/CD pipelines

Vercel

Job description

Overview

We\'re hiring a Staff Engineer to own and elevate the middle-to-backend architecture of our marketing web stack. This is a high-impact, cross-functional role, partnering with data scientists, the GTM analytics team, marketing engineers, and platform teams to evolve how we collect, move, store, and operationalise data from our web properties. You\'ll bring deep backend and systems expertise, while also being comfortable navigating frontend codebases, supporting full stack engineers, and improving the overall developer experience for Team Web.

What will I be doing?

• Lead the design, implementation, and ownership of backend systems that power our websites, including APIs, services, data pipelines, and telemetry infrastructure.
• Collaborate closely with data science, GTM analytics, and marketing ops teams to define requirements and ship tools that support channel attribution, performance tracking, A/B testing, and experimentation.
• Architect scalable solutions for event tracking and top-of-funnel analytics, ensuring data quality and consistency.
• Enable reporting across the marketing funnel.
• Improve A/B testing infrastructure, making it easy for teams to run experiments, track results, and iterate quickly.
• Partner with full stack engineers to integrate backend services into frontend experiences, ensuring reliability, observability, and performance.
• Improve our infrastructure using Terraform, AWS, and CI/CD pipelines, focusing on developer productivity, testability, and system health.
• Contribute to strategic technical direction for Team Web - identifying opportunities to improve code quality, reduce tech debt, and scale our systems.
• Coach and mentor other engineers - sharing best practices around service architecture, observability, and data engineering.

Requirements

• 10+ years of software engineering experience, with a strong emphasis on analytics and infrastructure work.
• Proven ability to design, build, and maintain scalable APIs, services, and data systems in a production environment.
• Familiarity with data pipeline technologies, streaming/batch processing, and event instrumentation best practices.
• Strong grasp of CI/CD, observability, and system reliability practices in web-scale environments.
• Experience with Vercel, cloud infrastructure (AWS) and Infrastructure as Code (e.g., Terraform).
• Comfortable with frontend architecture and tooling, while this is not a UI-heavy role, we value full stack awareness.
• Excellent collaboration and communication skills - especially when working with cross-functional teams like marketing, analytics, and data science.
• A mentorship mindset - helping level up engineers across disciplines and fostering a strong engineering culture.
• Bachelor\'s degree in Computer Science, Engineering, or a related field (or equivalent experience).

About Intercom

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 transform their customer experiences. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. We push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. Intercom values diversity and is committed to a policy of Equal Employment Opportunity.

What\'s the opportunity?

Intercom\'s websites, Intercom.com and Fin.ai, are more than just digital storefronts. They\'re critical growth engines, powering demand generation, top-of-funnel analytics, and product storytelling. We are investing in strengthening the data and infrastructure layer behind these experiences to unlock deeper insights, better performance, and more scalable systems.

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%
• Life assurance and comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, plus 6 weeks paternity leave for fathers
• Cycle-to-Work Scheme with secure bike storage
• MacBooks standard (Windows available for certain roles)