As a Senior Forward Deployed Engineer at Intercom, you will be working closely with our R&D team and influencing roadmap decisions while unlocking business impact for our customers. You will play a pivotal role in revolutionizing how our most strategic customers scale customer support.

Responsibilities:

• Drive the adoption of Fin by helping prospects unlock the power of Intercom's AI capabilities to automate and scale their support operations.

• Embed deeply with strategic customers to understand their business challenges and technical requirements in detail. Provide them with insight to achieve outstanding results with Fin.

• Work hands-on with customers' technical teams as a technical expert and trusted advisor, coding side-by-side to drive projects to completion.

• Collaborate closely with Sales, Success, and Product teams to ensure seamless customer experiences, project success and actionable product feedback.

• Contribute to and evolve the Forward Deployed Engineering function. Codify best practices and share insights gained from customer engagements to help us scale and grow.

Requirements:

• Ideally, you've built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you've created. Bonus points if you're a former founder or early engineer at a startup.

• You are interested in AI/ML. You're good at quickly building a good understanding of novel problems, capabilities, architectures and understanding trade-offs and limitations

• Strong cross-functional collaboration. Ability to understand and navigate organizational boundaries and bring people together to achieve the best outcome for our customers and Intercom.

• Deep knowledge of a high-level programming language (for example, JavaScript, Python, Ruby, etc.) but it doesn't need to be a language that we use here. Great people are effective and learn what we use quickly (or introduce us to better ways of working)

• Able to prototype and ship software fast, while maintaining a high bar on quality and the focus on business goals and outcomes.

• Proficient using and writing REST APIs to integrate systems effectively.

• Strong communicator. Can easily talk to engineers and non-technical audiences about the same topics at different altitudes, and different levels of detail.

• Willing to travel and work on-site with customers to build strong relationships and deeply understand their needs.

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%

• 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.

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.

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Collaborate in an environment with an inclusive approach, and focus on operational perfection which uplifts others. Prevent repeated customer impact in response to major incidents and prioritized problem management. Our on-call rotation is spread well, and we address complex customer concerns too.

You will participate in coding, innovating technical designs, crafting solutions, improving resilience, and prioritizing security, bug fixes, and features. For example, debugging Azure Networking for Elastic Cloud Serverless is part of our efforts, and we want your experience to contribute to a truly exceptional customer experience!

You will take an engineering approach in leading technical initiatives for automating network engineering efforts to guarantee the reliability of the global Elastic infrastructure. You will grow our global Platform infrastructure to meet the increasing scaling demands by developing and maintaining software, codebases, tooling and automations.

You will collaborate in an environment with an inclusive approach, and focus on operational perfection which uplifts others. Prevent repeated customer impact in response to major incidents and prioritized problem management. Our on-call rotation is spread well, and we address complex customer concerns too.

You will participate in coding, innovating technical designs, crafting solutions, improving resilience, and prioritizing security, bug fixes, and features. For example, debugging Azure Networking for Elastic Cloud Serverless is part of our efforts, and we want your experience to contribute to a truly exceptional customer experience!

Success and lessons of experiences from striving for 'progress not perfection' in the name of Platform reliability. We want to hear about your customer-first approach in solving operational problems for both today and the future.

Passion for developing solutions that involve inclusive communication methods to grow and strengthen partner and team relationships. Examples of working in distributed teams or working remotely is desirable.

You have designed and built a SaaS product in a public cloud ideally built using Infrastructure-as-Code tooling such as Crossplane or Terraform

You have built Kubernetes-at-scale infrastructure, ideally across multiple cloud providers, and the vital automation to support it.

You have written product features or functions in Golang or other programming languages.

You have worked with containerized services (such as Docker).

You have proven results in leading and improving cross-team engineering initiatives.

You have experience in system administration with professional skills in Linux on distributed systems at scale.

You have diagnosed or designed, implemented and created solutions with the Elastic Stack.

You are experienced in a self-organizing and sharing in a globally distributed team environment.

You strengthen team members in bringing out the best of each other by uplifting others with coaching and mentoring.

Compensation for this role is in the form of base salary. This role does not have a variable compensation component. The typical starting salary range for new hires in this role is $189,800-$232,900 USD. In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply as specified below.

Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program. Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.

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