Staff Engineer – Web Analytics & Infrastructure

Intercom; London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A leading AI Customer Service company is seeking a Staff Engineer to oversee backend architecture for their marketing web stack. The position requires over 10 years of software engineering experience, with a focus on scalable systems and collaboration across teams. This hybrid role offers competitive compensation, benefits, and the opportunity to contribute to impactful projects.

Benefits

Competitive salary and equity

Daily lunch and snacks

Pension scheme with matching

Comprehensive health and dental insurance

Flexible paid time off

Paid parental leave

Cycle-to-Work Scheme

MacBook or Windows laptop support

Qualifications

• 10+ years of experience with a focus on analytics and infrastructure.
• Proven ability to design and maintain scalable APIs and data systems.
• Comfortable with frontend architecture despite being backend-focused.

Responsibilities

• Lead design and implementation of backend systems for web properties.
• Collaborate with data science and marketing ops teams.
• Architect solutions for event tracking and analytics.
• Improve infrastructure with Terraform and AWS.

Skills

Software engineering experience

Analytics and infrastructure work

Design scalable APIs

Data pipeline technologies

CI/CD practices

Cloud infrastructure (AWS)

Collaboration skills

Mentorship mindset

Education

Bachelor's degree in Computer Science or related field

Tools

Terraform

Vercel

AWS

Job description

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?

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.

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, 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.

What skills do I need?

• 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).

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.

#LI-Hybrid

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. 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.

Interested in building your career at Intercom?

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