Principal Engineer - Go-To-Market

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. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service.

What's the opportunity? You will be responsible for architecting and delivering a high-scale, AI-native platform that transforms our Go-To-Market operations. By collaborating with data science, infrastructure, and GTM teams, you will execute a "build and buy" strategy to replace our legacy SaaS toolchains and manual heuristics with bespoke AI agents and automated workflows. This role demands a blend of technical leadership and operational rigor, transitioning incubated projects into production-ready solutions while maintaining excellence through robust monitoring, metrics, and support.

What will I be doing? As a Principal Engineer You Will:

• Mix build and buy approaches to architect the next-generation GTM platform.
• Replace a sprawling last-gen SaaS software toolchain with sharp, bespoke tooling.
• Contribute to our technical architecture as we grow, ensuring long-term scalability.
• Replace manual, heuristic-based processes with custom-built agents.
• Scale up and scale out solutions incubated by our GTM labs team.
• Contribute to all phases of software development, including ideation, prototyping, design, and implementation.
• Build using the best tools in the industry.
• Raise the bar for technical standards, performance, reliability, and operational excellence.
• Foster and drive operational excellence with metrics, monitoring, and smart on-call and support.
• Provide assessments of project progress, risks, and challenges to engineering leadership to help guide resource allocation and prioritization.

What skills do I need?

• 8–10 years of experience building high-quality products used to achieve key business objectives.
• Significant, demonstrated impact that your work has had on the product and/or the teams.
• Hands-on expert executor with experience guiding and leading small teams.
• Strong product, data, and technical fundamentals and good systems design skills.
• Experience in setting technical strategy while remaining practical.
• Strong understanding of software engineering fundamentals and the full development lifecycle.
• Experience running critical systems migrations (essential for replacing that "last-gen" toolchain).
• Fluency with Claude Code, Jules, Codex, and similar AI-powered developer tools.
• BSc in AI, Computer Science, Data Science, Maths, Statistics, or a related field.

Ideal If You Also Have:

• Built and deployed AI-native products with a strong AI/ML background.
• Experience running high-availability, high-quality platforms at real scale.
• Experience building software specifically for Sales, Marketing, or Customer Success.

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 three 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. 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.