What's the opportunity? 🤔

• Do you have a strong need to understand how and why things work the way they do? Are you acutely aware of customer experience and upset when a company you’re dealing with lets you down? If you have some engineering or web development experience and want to be a part of creating truly exceptional customer experiences then the Customer Support team at Intercom is right for you.
• We're looking for a support engineer to join our team in Chicago. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our customers to tackle the challenging technical issues they face in innovative ways. In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams.
• We use Intercom to support Intercom customers, so whether you’re just starting out in your career or want to get a deeper understanding of fundamental customer motivations and how those are applied to building an ambitious, world-class product, this role provides that great opportunity. We have all experienced terrible customer service. Robotic agents running through a script of predetermined messages, never helping or sympathizing, just programmatically following instructions. That’s the opposite of who we are.
• Our way of providing support is based on the principles of continuity and trust and our style of communication is personal, friendly and fun. We engage in dynamic conversations with our customers and are big fans of visual communication (think emojis, stickers, GIFs) - we believe that visual support is human support!
• We work primarily via the Intercom Messenger, but sometimes jump on calls if it's the right thing to do or the fastest path to resolution.
• This opportunity is for folks who truly love supporting customers and sees themselves in a customer facing role long term. This is not a springboard into other areas or jobs at Intercom. This is a great role for those who are looking to be part of our support team for a while and who are excited about supporting Intercom’s growth with personal experiences.

What will I be doing? 🚀

• Debug complex issues with an understanding of both our own codebase and the many technologies employed by our customers
• Solve technical problems for customers on a daily basis
• Utilize inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
• Influence the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams

This is a hybrid role

What skills do I need? 📖

The basic requirements to be successful in this role are:

• Solid basic knowledge of programming. You don’t have to be proficient in one of the languages we use (Ruby and JavaScript) but you should have an active interest in learning them
• Computer Science degree or 1-2 years working in a web development background
• Previous experience with problem solving in a troubleshooting environment

However, great support takes more than tech skills, so we also need you to have:

• A real interest in helping a high volume of customers who range from experienced developers to non-technical
• The ability to rapidly switch gears while retaining focus on the bigger picture
• Excellent written communication skills with the ability to explain complex topics in easily understood, concise language [English]
• Ambition, eagerness to learn and improve, passion for tech and the future of the internet

Bonus skills & attributes 🙌

• Strong knowledge of Ruby, Rails and Javascript
• Familiarity with native mobile development

Benefits 😍

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 meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Open vacation policy and 10 corporate holidays
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

We currently operate in a hybrid working model in the Chicago office.