Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Technical Support Engineer  image - Rise Careers
Job details

Technical Support Engineer

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity? 

The Technical Support Engineer team is looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level. 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 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. Our job starts the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product. 

This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives and address any challenges with our product. This is not a springboard into other areas or jobs at Intercom, but 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 growing alongside Intercom. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged  to bring ideas and feedback to the table on how things could be better for our team and/or our customers. 

This position will be hybrid with the expectation to work from the office 2 days a week and work from home the remaining 3 days of the week. You are welcome to work from the office full-time if that is preferred.

What will I be doing? 

  • Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but you'll also be talking to customers on the phone every now and then.
  • Owning customer communications and issues from initial contact until resolution
  • Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of
  • Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
  • Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
  • Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers
  • Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
  • Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams

    What your first 6 months will look like:

    In your first 30 days you will: 

    • Complete company onboarding, becoming familiar with Intercom’s values, strategy, and goals
    • Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments
    • Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions
    • Showcase successful and proactive communication about your training progress and needs/questions that arise

     

    In your first 60 days, you will: 

    • Continue to complete CS trainings and pass relevant assessments successfully and on schedule
    • Independently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer’s query
    • Demonstrate ownership in the execution of your work 
    • Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda 

     

    In your first 90 days, you will: 

    • Receive QA reviews and action feedback
    • Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development
    • Contribute outside of the inbox via sharing suggestions and ideas for how we can improve
    • Successfully meet KPI targets and/or goals
    • Demonstrate Intercom’s Values in your work and alignment with the company vision and strategy

What skills do I need? 

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!

  • 1-2 years of technical support experience
  • Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs
  • Understanding of REST API, SDKs & Webhooks
  • Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.)
  • Strong customer focus (excels at + enjoys helping customers)
  • Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
  • Strong problem solving skills (ability to think critically and learn on-the-fly)
  • Ability to troubleshoot and utilize resources to answer questions on baseline topics
  • Ability to take on + action feedback
  • Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
  • Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

Bonus skills & attributes 

  • Completion of technical coding bootcamps, programs, courses, etc.
  • Previous experience working in a troubleshooting environment
  • Understanding code syntax or use of specifically supported frameworks
  • Experience configuring our supported iOS/Android Plugins (mobile SDKs)
  • 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 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.

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 two 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. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. 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. 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.

Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.

Intercom Glassdoor Company Review
4.3 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
Intercom DE&I Review
4.0 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
CEO of Intercom
Intercom CEO photo
Karen Peacock
Approve of CEO

Average salary estimate

$60000 / YEARLY (est.)
min
max
$50000K
$70000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

Similar Jobs
Photo of the Rise User
Intercom Remote San Francisco, California
Posted 8 days ago
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Social Impact Driven
Rapid Growth
Passion for Exploration
Dental Insurance
Health Savings Account (HSA)
Vision Insurance
Disability Insurance
Performance Bonus
Family Medical Leave
Paid Holidays
Medical Insurance
Mental Health Resources
Maternity Leave
Paternity Leave
Paid Time-Off
Photo of the Rise User
Posted 5 days ago
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Social Impact Driven
Rapid Growth
Passion for Exploration
Dental Insurance
Health Savings Account (HSA)
Vision Insurance
Disability Insurance
Performance Bonus
Family Medical Leave
Paid Holidays
Medical Insurance
Mental Health Resources
Maternity Leave
Paternity Leave
Paid Time-Off
Assistant Launch Remote No location specified
Posted 5 days ago
EMS Unlimited Hybrid Dodge City, KS, United States
Posted 6 days ago
Photo of the Rise User
Domino's Hybrid 4600 7th Street, Bay City, TEXAS
Posted 3 days ago
Photo of the Rise User
Domino's Hybrid 1940 Old Hwy 66, Edgewood, NM
Posted 5 days ago

Intercom is a leading enterprise software company specializing in business messaging, providing businesses with a way to chat with their customers. We stand as the only complete Customer Service platform giving experiences for support teams with AI.

109 jobs
MATCH
VIEW MATCH
BADGES
Badge ChangemakerBadge Family FriendlyBadge Future MakerBadge Work&Life Balance
CULTURE VALUES
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Social Impact Driven
Rapid Growth
Passion for Exploration
BENEFITS & PERKS
Dental Insurance
Health Savings Account (HSA)
Vision Insurance
Disability Insurance
Performance Bonus
Family Medical Leave
Paid Holidays
Medical Insurance
Mental Health Resources
Maternity Leave
Paternity Leave
Paid Time-Off
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$50,000/yr - $70,000/yr
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
December 3, 2024

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!