15 days ago
Responsibilities
- Automate manual, repetitive, and unscalable infrastructure work through software, tooling, coding agents, and agent skills.
- Design and execute major architectural changes to core infrastructure and build elasticity into systems.
- Own reliability, performance, telemetry, operational response, incident investigation, and preventative remediation for core services.
- Diagnose issues across infrastructure and application code through to customer-facing systems.
- Build shared platforms and reliable defaults for security, compute, availability, and cost management.
- Lead complex infrastructure initiatives from design and implementation through testing, production rollout, and operational runbooks.
- Support other engineers through code reviews, technical documentation, incident reviews, knowledge sharing, and enablement.
Requirements
- Multiple years of experience designing, building, and operating high-scale distributed systems and cloud platforms, ideally on AWS.
- Deep knowledge of modern programming languages and a software engineering approach to infrastructure; infrastructure-as-code experience is preferred.
- Expertise in reliability, performance, failure modes, metrics, telemetry, resilience, and operational excellence.
- Experience independently driving complex, cross-team technical initiatives from conception to production across multiple quarters.
- Ability to understand and reduce product developers’ infrastructure friction through easy-to-use platforms and tooling.
- Strong written and verbal communication skills, including technical documentation, incident reviews, and communicating trade-offs.
- Demonstrated use of AI coding agents to automate investigation, coding, and operational tasks, plus judgment regarding correctness and safety.
Benefits
- Hybrid work policy with at least three days per week in the office.
- Benefits and programs supporting health and wellbeing, family needs, time away from work, and financial security, with offerings varying by location.
- Highly autonomous, collaborative team environment with opportunities for continuous learning and company-wide technical impact.
About Intercom
We’re Intercom — the AI customer service company helping businesses deliver incredible customer experiences at scale. Our platform combines Fin, the #1 AI Agent for customer service, with our next-generation Helpdesk, a modern workspace that gives support teams the power, speed and intelligence they need.