Senior Analytics Engineer

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin 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.

Intercom's AI Group is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers' hands. We are very product focused, working in a team of 50+ ML scientists, engineers, designers and researchers who partner across the company to move to production fast, often shipping to beta within weeks of a successful offline test. We run experiments, use frequentist and Bayesian approaches, and create dashboards to track AI feature success.

• Data Platform Development: Design, build, and manage scalable data pipelines and ETL processes to support a robust, analytics ready data platform.
• Cross functional Collaboration: Partner with AI analysts, ML scientists, engineers and business teams to understand data needs and ensure accurate, reliable & ergonomic data solutions.
• Data Strategy & Governance: Lead initiatives in data model development, data quality ownership, warehouse management, and production support for critical workflows.
• Advanced Analytics & Insights: Conduct data analysis and build custom models to support strategic business decisions and performance measurement.
• Automation & Optimization: Streamline data collection and reporting processes to reduce manual effort and improve efficiency.
• Innovation in Data Infrastructure: Create scalable solutions like unified data pipelines and access control systems to meet evolving organizational needs.
• Strategic Influence: Work with partner teams to align data collection with long term analytics and feature development goals.

• You write advanced SQL with a preference for well architected data models, optimized query performance, and clearly documented code.
• You're familiar with the modern data stack; dbt and Snowflake experience are a big plus.
• You have a growth mindset and eagerness to learn.
• You exhibit great judgment and sharp business and product instincts that allow you to differentiate essential versus nice to have and to make good choices about trade offs.
• You practice excellent communication skills, tailoring explanations of technical concepts to a variety of audiences.

• Exposure to Apache Airflow or other DAG frameworks - all of our data workflows and transformations are orchestrated and scheduled with Airflow.
• Experience in Tableau, Looker, or similar visualization/business intelligence platforms.
• Experience with operational tools and business systems such as Google Analytics, Marketo, Salesforce, Segment, or Stripe.
• Familiarity with Python.

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.