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?
At Intercom, the IT Operations team is dedicated to delivering a five-star IT experience, ensuring our employees have efficient, reliable and productive support. Our team plays a crucial role in maintaining a seamless workplace IT experience, supporting Audio & Video conferencing systems, troubleshooting hardware, software and third-party tools and managing user access, provisioning and security.
This role goes beyond traditional IT support - we oversee a complex stack of applications and integrations, continuously refining processes to enhance efficiency and security. We take a proactive approach to automation, leveraging low/no-code platforms and scripting to reduce manual effort and scale our impact.
As an IT Operations Engineer, you will be at the forefront of technical support and automation, ensuring our IT infrastructure remains robust and adaptable. You will work closely with cross-functional teams to improve processes, drive operational excellence and contribute to the evolution of IT at Intercom. Our team is highly collaborative, constantly pushing the bar for excellence and seizing every opportunity to improve the tech experience for our employees.
Please note: This role currently requires four days in-office per week.
What will I be doing?
You will work as part of a global team, serving as the primary point of contact for end-user support in our Chicago office. We are looking for a motivated individual who strives for excellence - both personally and as part of a team - while delivering impactful work.
- Provide help desk support to internal employees.
- Own account provisioning and deprovisioning, onboarding and offboarding processes and the maintenance of our application stack and integrations.
- Identify and solve automation and integration challenges at the team, organizational and business levels.
- Work extensively with Jamf, Okta, Intune, Oomnitza and GitHub, contributing ideas for management, organisation and basic troubleshooting.
- Maintain and enrich our knowledge base with documentation to support end users and enhance our AI-driven help desk.
- Contribute to cycle planning, align with broader team programs and effectively manage your work and projects.
- Participate in high-impact, cross-functional projects that drive business and operational improvements.
- Provide support for AV equipment across meeting rooms and event space. Setup and running of internal company events.
- User hardware setup and provisioning - Apple, Windows etc.
What skills do I need?
- A passion for systems, automation and continuous skill development in a fast-paced environment.
- A college-level degree in a relevant field or equivalent experience.
- JAMF and Okta Admin certification or equivalent hands-on experience.
- Experience building automations leveraging third party API’s, through low/no-code platforms.
- Basic scripting proficiency.
- Ability to troubleshoot and resolve hardware and software issues while implementing/documenting solutions to prevent recurrence.
- Experience managing productivity and communication applications (e.g., Google Workspace) and the ability to train employees in their use.
- Experience with tracking hardware via an asset management tool (Oomnitza, Jira etc)
- Experience with AV and video conferencing systems, including Google Meet, TVs, projectors, speakers, microphones and cameras across office spaces.
- A strong passion for technology, eagerness to learn and a drive to continuously improve.
Bonus skills & attributes
- Relevant certifications (A+, Network+,AWS certs, Google Admin, etc…)
- Programming language proficiency, e.g. Ruby, Python, Perl etc… Note that the language doesn’t have to be one that we use here!
- Cloud-heavy IT infrastructure experience.
- Experience with Office Buildouts.
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 meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
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 two 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.
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.
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Top Skills
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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