Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.
Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.
Modern, fast, and easy-to-use, Intercom's complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers' business every step of the way.
What's the opportunity?
Intercom's Machine Learning team is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers' hands.
We are an extremely product-focused team, working in partnership with Product and Design functions.
Our team's dedicated ML product engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.
What will I be doing?
Identify areas where ML can create value for our customers Identify the right ML framing of product problems Work with teammates and Product and Design stakeholders Conduct exploratory data analysis and research Deeply understand the problem area Research and identify the right algorithms and tools Be pragmatic, but innovate right to the cutting-edge when needed Perform offline evaluation to gather evidence an algorithm will work Work with engineers to bring prototypes to production Plan, measure & socialize learnings to inform iteration Partner deeply with the rest of the team, and others, to build excellent ML products What skills might I need?
Broad applied machine learning knowledge 3-5 years applied ML experience Practical stats knowledge (experiment design, dealing with confounding etc) Strong communication skills, both within engineering teams and across disciplines Comfort with ambiguity Typically have advanced education in ML or related field (e.g.
MSc) Scientific thinking skills Track record shipping ML products PhD or other experience in a research environment Deep experience in an applicable ML area (e.g.
NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering) Strong stats or math background 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!
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Competitive salary and equity in a fast-growing start-up.
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.
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.
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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