AI Platform 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. AI Platform Engineer Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent, Fin, is transforming customer service for nearly 30,000 global businesses. But we believe the same kind of AI transformation should power our internal engineering org too—helping every Intercom engineer do their best work, faster and with less friction. What’s the opportunity? We’re hiring an AI Platform Engineer for our Builder Tools - AI Enablement Team. This is a unique chance to help turn Intercom’s entire software engineering organization into an AI-first engineering org. You’ll work across our codebases, developer environments, and internal tooling to develop and enable widespread and effective AI tooling adoption. Our goal: eliminate toil, reduce drag, and boost productivity for every engineer at Intercom - making AI a trustworthy, everyday accelerant, not just a shiny add-on. This is not a “research” or “strategy” team . You’ll ship tangible solutions that work, prove value, and scale what helps. You’ll focus on developer enablement: operationalizing AI for real-world engineering effectiveness. What will I be doing? AI-Driven Automation: Build and evolve automation agents that handle routine, high-volume maintenance work (like stale feature flag cleanup, dead code removal, exception fixing) with human-in-the-loop review. Prioritize, prototype, and iterate on automation that truly saves engineers time. AI-First Developer Experience: Make AI-powered tools (IDEs, agents, automations) the default in our development environments - for everyone from engineers to PMs and designers. Ship fully-configured environments, automate setup, and gather feedback to continuously improve usability and trust. AI-Optimized Codebases: Help make our codebases more navigable and “AI-friendly” - from deep refactoring, restructuring and documenting code to implementing standards that boost agent accuracy and code suggestion quality. Work directly with repo owners to trial improvements, audit for high-friction patterns, and feed domain context into tools. Engineering Enablement Culture Shift: Drive a continuous feedback and learning loop: track adoption and impact of AI tooling, amplify best practices, and help foster a culture where AI is used confidently and effectively. Partner with engineering leaders and internal “AI champions” to support teams and celebrate wins. Empower AI Engineering: Focus on reducing friction and building confidence in AI adoption - never pushing tools for their own sake. You’ll help engineers want to use AI because it works and saves them time. What skills do I need? Proven engineering track record: Multiple years building, supporting, or enabling high-performing engineering teams, ideally in a SaaS or platform context. Experience introducing new tools or workflows that actually got adopted and made a difference. AI toolchain familiarity: Hands-on experience with (or deep curiosity about) modern AI-powered developer tools - AI code assistants, agents, prompt engineering, or similar. Strong software fundamentals: Deep knowledge of at least one ... (truncated, view full listing at source)