Engineering Manager - Support Platform

What’s the opportunity?

Join Intercom as an Engineering Manager and lead a team at the heart of our Support Platform group — central to our mission to make business personal. This is a great opportunity to lead a high-impact team working on one of Intercom’s most important product areas. You’ll help drive clarity, focus, and excellence in execution while fostering a culture of collaboration, accountability, and growth.

What will I be doing?

• Lead a team of talented engineers building and enhancing core features within Intercom’s Support Platform.
• Directly engage with customers — build strong partnerships, learn from their experiences, and use those insights to shape our product strategy and direction.
• Work closely with internal functions such as Sales, Customer Support, and Marketing to align on customer needs and opportunities.
• Partner with Senior and Staff Engineers to shape and execute on the technical strategy for your area.
• Help your team deeply understand customer needs, translating them into thoughtful technical and product decisions.
• Bring clarity and alignment to priorities, balancing near-term goals with long-term improvements.
• Support engineers in their growth and development, helping them achieve their career goals and deliver exceptional work.
• Promote a culture of ownership, accountability, and high standards, enabling your team to move quickly and deliver meaningful results.
• Contribute to Intercom’s engineering culture, helping shape how we build great software and work together effectively.

What skills do I need?

• 3+ years of experience managing software engineering teams that build and ship customer-facing products.
• A hands-on, technically strong manager with a player-coach leadership style — you’re not afraid to code, debug, or dive deep into system design when needed.
• Proven ability to lead a full-stack, customer-facing, cross-functional team through planning, delivery, and continuous improvement, assuming full ownership of outcomes and results.
• Strong product mindset and customer empathy — you care deeply about solving real customer problems and delivering measurable impact.
• Skilled at turning feedback and data into actionable insights that guide your team’s decisions.
• Experience working and collaborating with internal functions such as Sales, Customer Support, and Marketing to align on customer needs and influence product direction.
• Thrives in collaborative, fast-moving environments, helping your team stay focused and productive.
• Relentless about outcomes — you own challenges, remove roadblocks, and empower your team to deliver success without excuses.
• 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.

Bonus skills & attributes

• Experience working in customer-facing SaaS product environments.
• Experience in a scale-up or similarly fast-paced organization.

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