Senior Machine Learning Engineer
Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.
It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital.
What's the opportunity? 🤔
Intercom’s Machine Learning team is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.
We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated ML product engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.
We are very passionate about applying machine learning technology and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.
What will I be doing? 🚀
Identify areas where ML can create value for our customers
Contribute to finding the right ML framing of a product problem
Working with teammates and Product and Design stakeholders
Taking algorithms which work offline, and putting them in a production setting
Deeply understand and modify as needed
Solve hard scalability and optimization problems
Run production ML infrastructure, evolve it over time
Build new data infrastructure to enable exploration
Establish processes for large scale data analyses, model development, validation, and implementation
Work with teammates to measure and iterate on algorithm performance
Partner deeply with the rest of team, and others, to build excellent ML products
What skills might I need? 📖
These are meant to be indicative, not hard requirements.
Excellent pragmatic engineering skills
Familiar with tools used to write, test, deploy, debug and monitor software
Comfort owning features from inception to outcome.
5+ years experience in a production environment, with contributions to the design and architecture of distributed systems.
We’re looking for engineers who can confidently put ML-powered features in production.
Strong communication skills, both within engineering teams and across disciplines.
Excellent programming skills
Comfort with ambiguity
BSc in Computer Science, or similar knowledge
Bonus skills & attributes 🙌
Deep knowledge of AWS services
ML Ops experience
Large scale computation experience
Track record shipping ML products
Experience in a research environment
Algorithmic optimisation experience
Advanced education in CS, ML, Math, Stats, or similar
Practical stats knowledge (experiment design, dealing with confounding, etc)
Experience in an applicable ML area. E.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering
Visualization, data skills, SQL, matplotlib, etc.
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! :)
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!
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Open vacation policy and flexible holidays so you can take time off when you need it
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’re happy to get you whatever equipment helps you get your job done
We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).
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