Technical Support Engineer

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 Technical Support Engineer team is looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our customers to tackle challenging technical issues they face in innovative ways.

In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams. Our job starts the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product.

This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives and address any challenges with our product. This is not a springboard into other areas or jobs at Intercom, but this is a great role for those who are looking to be part of our support team for a while and who are excited about growing alongside Intercom. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.

This position will be hybrid with the expectation to work from the office 3 days a week and work from home the remaining 2 days of the week. You are welcome to work from the office full-time if that is preferred.

What will I be doing?

Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too

Owning customer communications and issues from initial contact until resolution

Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of

Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible

Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions

Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers

Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes

Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams

What your first 6 months will look like:

In your first 30 days you will:

Complete company onboarding, becoming familiar with Intercom’s values, strategy, and goals

Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments

Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions

Showcase successful and proactive communication about your training progress and needs/questions that arise

In your first 60 days, you will:

Continue to complete CS trainings and pass relevant assessments successfully and on schedule

Independently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer’s query

Demonstrate ownership in the execution of your work

Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda

In your first 90 days, you will:

Receive QA reviews and action feedback

Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development

Contribute outside of the inbox via sharing suggestions and ideas for how we can improve

Successfully meet KPI targets and/or goals

Demonstrate Intercom’s Values in your work and alignment with the company vision and strategy

What skills do I need?

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!

1-2 years of technical support experience

Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs

Understanding of REST API, SDKs & Webhooks

Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.)

Strong customer focus (excels at + enjoys helping customers)

Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)

Strong problem solving skills (ability to think critically and learn on-the-fly)

Ability to troubleshoot and utilize resources to answer questions on baseline topics

Ability to take on + action feedback

Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency

Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

Bonus skills & attributes

Completion of technical coding bootcamps, programs, courses, etc.

Previous experience working in a troubleshooting environment

Understanding code syntax or use of specifically supported frameworks

Experience configuring our supported iOS/Android Plugins (mobile SDKs)

Familiarity with native mobile development