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?
The Product Analytics Engineering team at Intercom has two main responsibilities. We provide and maintain a very important set of high quality core data models, predominantly in the Product domain. We also own various frameworks and dbt related tooling.
The combined impact enables a large group of AI Engineers, Data Scientists, BI Creators and Analysts across multiple teams to self-serve providing valuable insights for a plethora of purposes. Our work creates the solid engineering foundations for measuring how healthy our Customers are, accelerates GTM initiatives, helps the AI/ML team to continuously improve Fin, Intercom’s AI agent, or our own Customer Services team to provide an even more delightful experience for our own customers.
We’re looking for a Senior Analytics Engineer to join us and collaborate on data-related initiatives, who is passionate about making quality data available for our stakeholders.
What will I be doing?
- Be a “Curator” of the Data Warehouse. Provide clean data sets to end users, modelling data in a way that empowers end users to answer their own questions. This includes working on Intercom’s Enterprise Data Model, Metrics- and other frameworks.
- Author, Optimize and Retire dbt models
- Apply Software Engineering best practices to refine the ways we are developing, testing, deploying, organizing and documenting dbt models and our data warehouse.
- Help evolving the Data Platform by contributing to the design and implementation of the next generation of the stack, both from tooling and from a data modelling point of view.
- Collaborate with product managers, go-to-market teams as well as analysts and data scientists to build automation and tooling to support their needs in an environment where dozens of changes can be shipped daily. This includes a lot of quality-of-life tooling to automate away daily toil to help everyone focus on high value added tasks.
- Implement systems to monitor what we have built, to detect and surface both bottlenecks and problems with the infra and data quality issues.
Recent projects the Product Analytics Team has delivered:
- Refactoring a large bunch of old, legacy models.
- Introducing support and tooling for private Snowflake schemas in Local Development Environments and ability to iterate faster with Data subsets.
- Building core models for Fin Standalone
What skills do I need?
- You have a very strong understanding of SQL, including a knack for query optimisation, and significant experience in data modeling, warehouse design.
- You have strong professional experience or understanding of tools and technologies that are in our stack, such as Snowflake, DBT, or equivalent technologies.
- You have years of full-time, professional work experience using a modern programming language on a daily basis. Strong preference for Python
- You worked with Apache Airflow - we use Airflow extensively to orchestrate and schedule all of our data workflows.
- You have great relationships with your stakeholders, such as Analysts and Data Scientists
- You can demonstrate the impact of your work.
- You care about your craft.
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
- Open vacation policy and flexible holidays so you can take time off when you need it
- 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 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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