AI-First Helpdesk Engineering Lead

Intercom; Dublin; Hybrid; EUR 110,000 - 170,000; Full time

Benefits offered by this job

Equity

Lunch provided

Pension match

Health and dental insurance

Flexible PTO

Parental leave

Cycle-to-Work

MacBook provided

Job summary

Intercom in Ireland is recruiting an exceptional engineering leader to drive the AI-first Helpdesk initiative. You will coach engineers, shape architecture, and partner with Product, Design, Data, and Support to deliver value for customers.

You will build a high-performing, autonomous team, set clear goals, and ensure reliability, speed, and quality while aligning with broader product strategy in an AI-driven environment.

Qualifications

• Experience leading software teams delivering customer-facing products.
• Strong instincts for product engineering, user experience, and measurable outcomes.
• Ability to shape strategy, prioritize effectively, and bring clarity in ambiguous environments.
• Enough technical depth to discuss architecture and unblock engineers.
• Proven track record delivering complex work with balance of speed, quality, and reliability.

Responsibilities

• Lead and grow a high-performing engineering team building AI-first Helpdesk capabilities.
• Set clear goals and create the conditions for the team to deliver valuable, reliable product at a healthy pace.
• Partner closely with Product and Design to shape strategy, roadmap, priorities, and customer outcomes.
• Work with AI and ML partners where relevant, while keeping the focus on building excellent customer-facing product experiences.
• Understand the customer, agent, and business problems behind the roadmap - not just the delivery process.
• Bring technical judgment to architecture, quality, reliability, and long-term product health.
• Remove impediments, create clarity, and help the team make good decisions with increasing autonomy.
• Build an inclusive, collaborative team culture with high standards for ownership, communication, and execution.
• Coach engineers and develop senior engineers into technical and organisational leaders.
• Contribute to the wider AI Helpdesk strategy and help align engineering decisions across adjacent teams.
• Explore how AI-assisted development can improve the team’s speed, quality, and effectiveness.

Skills

People leadership

Product engineering

Strategy & prioritization

Architecture depth

Communication skills

Autonomy

AI curiosity

Cross-functional partnership

Job description

Intercom in Ireland is recruiting an exceptional engineering leader to drive the AI-first Helpdesk initiative. You will coach engineers, shape architecture, and partner with Product, Design, Data, and Support to deliver value for customers.

You will build a high-performing, autonomous team, set clear goals, and ensure reliability, speed, and quality while aligning with broader product strategy in an AI-driven environment.