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Engineering Manager - Support Platform

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Intercom

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Location:
United Kingdom , London

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

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Job Description:

Join Intercom as an Engineering Manager and lead a team at the heart of our Support Platform group — central to our mission to make business personal. This is a great opportunity to lead a high-impact team working on one of Intercom’s most important product areas. You’ll help drive clarity, focus, and excellence in execution while fostering a culture of collaboration, accountability, and growth.

Job Responsibility:

  • Lead a team of talented engineers building and enhancing core features within Intercom’s Support Platform
  • Directly engage with customers — build strong partnerships, learn from their experiences, and use those insights to shape our product strategy and direction
  • Work closely with internal functions such as Sales, Customer Support, and Marketing to align on customer needs and opportunities
  • Partner with Senior and Staff Engineers to shape and execute on the technical strategy for your area
  • Help your team deeply understand customer needs, translating them into thoughtful technical and product decisions
  • Bring clarity and alignment to priorities, balancing near-term goals with long-term improvements
  • Support engineers in their growth and development, helping them achieve their career goals and deliver exceptional work
  • Promote a culture of ownership, accountability, and high standards, enabling your team to move quickly and deliver meaningful results
  • Contribute to Intercom’s engineering culture, helping shape how we build great software and work together effectively

Requirements:

  • 3+ years of experience managing software engineering teams that build and ship customer-facing products
  • A hands-on, technically strong manager with a player-coach leadership style — you’re not afraid to code, debug, or dive deep into system design when needed
  • Proven ability to lead a full-stack, customer-facing, cross-functional team through planning, delivery, and continuous improvement, assuming full ownership of outcomes and results
  • Strong product mindset and customer empathy — you care deeply about solving real customer problems and delivering measurable impact
  • Skilled at turning feedback and data into actionable insights that guide your team’s decisions
  • Experience working and collaborating with internal functions such as Sales, Customer Support, and Marketing to align on customer needs and influence product direction
  • Thrives in collaborative, fast-moving environments, helping your team stay focused and productive
  • Relentless about outcomes — you own challenges, remove roadblocks, and empower your team to deliver success without excuses
  • This is an AI-first role with a high bar for excellence. We expect you to be fluent in using AI tools to solve problems, accelerate output, and inspire others to do the same — helping shape a culture that embraces AI as a core advantage

Nice to have:

  • Experience working in customer-facing SaaS product environments
  • Experience in a scale-up or similarly fast-paced organization
What we offer:
  • 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
  • Flexible paid time off policy
  • 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

Additional Information:

Job Posted:
December 26, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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