Engineering Manager, AI Models Infrastructure

<div class="content-intro"><p>Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.&nbsp;</p> <p>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.&nbsp;</p> <p>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.</p></div><p>Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.&nbsp;</p> <p>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.&nbsp;</p> <p>Founded in 2011 and trusted by over 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.</p> <h3><strong>What’s the opportunity?</strong></h3> <p>We’re hiring an <strong>Engineering Manager</strong> for our <strong>AI Models Infrastructure Team</strong> in the <strong>AI Group</strong>. The AI Models Infrastructure team builds and operates the foundational infrastructure that empowers our teams to train and run Intercom’s own AI models.</p> <p>This is a <strong>highly technical EM role</strong> - you’ll lead a team of expert engineers in a fast-evolving technical domain. In order to empower this team to be most effective, you will need prior experience in AI, and the appetite to continually invest in deepening your technical knowledge.&nbsp;</p> <p>Learn more about Intercom’s engineering culture at<a href="https://intercom.engineering"> intercom.engineering</a>, and more about Fin at <a href="http://fin.ai">fin.ai</a>.</p> <h3><strong>What will I be doing?</strong></h3> <p>You will:</p> <ul> <li><strong>Lead a high-performing team</strong> building the platform and infrastructure that power Intercom’s AI capabilities.</li> <li><strong>Magnify the team’s effectiveness</strong>, whether that means removing impediments, or finding ways to accelerate their progress.</li> <li><strong>Support teams of ML Scientists and Engineers </strong>building AI powered capabilities<strong>.</strong></li> <li><strong>Plan, prioritize, and deliver</strong> high-impact roadmaps in partnership with the team’s most senior engineers, balancing delivery, quality, and innovation.</li> <li><strong>Empower the engineers on the team to act with agency and maximize their impact.</strong></li> <li><strong>Expand your scope over time</strong>, potentially taking ownership of additional platform domains as the team and AI initiatives grow.</li> </ul> <h3><strong>What skills do I need?</strong></h3> <ul> <li>Experience training ML models and operating them in production, at scale.</li> <li>Experience leading infra or platform teams.</li> <li>Strong prior experience working as an engineer.</li> <li>Strong technical judgment and communication skills, enabling you to advocate for the team’s needs</li> <li>Adaptable leadership style suited to a group that will grow quickly, and change shape over time.</li> <li>Curiosity and enthusiasm for AI.</li> </ul> <h2><strong>Benefits</strong></h2> <p>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!&nbsp;</p> <p>#LI-Hybrid</p><div class="content-conclusion"><p><strong>Policies&nbsp;</strong></p> <p>Intercom has a hybrid working policy. We believe that working in person h