Senior Web 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? 🤔

Our company website is the centerpiece of our brand, the public source of truth about Intercom's products, and the number one driver of leads for our demand generation team. Intercom.com sits at the intersection of awareness, product marketing, demand, and support.

Intercom's web team is looking for Full Stack Engineers who can help us evolve our website experiences to fully utilize modern web technologies to deliver great experiences for our visitors while meeting our marketing goals at speed and scale. The focus of this position is to collaborate directly with a wide variety of business stakeholders to outline objectives and guide the best use and implementation of web capabilities to showcase our portfolio, drive engagement, and capture leads. This position is a full-stack engineering role within a diverse global team responsible for our web platform's ongoing optimization and maintenance. Candidates with experience implementing code and applications supporting web marketing best practices will do well in this position. Examples include SEO, user experience, content management, personalization, A/B testing, privacy and accessibility compliance, mobile design, localization, analytics, site performance, staging, and quality governance. This role reports directly to the Sr. Engineering Manager, Web, and collaborates directly within a team of full-time and agency resources across front-end and back-end systems.

What will I be doing? 🚀

• Driving and executing new website capabilities and experience projects that contribute to engagement, leads, and sales conversion
• Work in a cross-functional team with design, product, and engineering teams
• Collaborate with strategic partners across brand, marketing ops, product marketing, and demand
• Translate stakeholder and company goals into engineering programs and execution plans
• Involved in the full software lifecycle across the entire stack, by contributing in design meetings, providing feedback, collaborating with other engineers to execute and deploying projects in production.
• Directly accountable for critical front-end and back-end systems health and capabilities
• Part of a collaborative, inclusive, and supportive team culture focused on fast, focused, high-impact execution

What skills do I need? 📖

• 7+ years building websites, working with Javascript, HTML/CSS, and modern web frameworks and server-side rendering (preferably React and Next.js)
• Deep knowledge of a high-level programming language (for example, Ruby, Python etc.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working)
• Experience building design systems
• Close collaborator with Design
• Experience in building navigation elements and scrolling experiences
• Great understanding of UI/UX
• Experience building multi-platform (Mobile, Web), cross-browser components that adapt to different screen sizes
• Knowledge of CI/CD tool sets
• Passion for engineering excellence, clean coding, and SOLID principles
• Ability to assess performance through metrics, and suggest improvements
• Have expertise integrating, developing, or scaling usage of solutions like Contentful (CMS), Marketo (Marketing Automation), Mutiny (Personalization), Optimizely (A/B Testing), Google Tag Manager (Tags), and Google Analytics (Reporting)
• Proven track record of improving site performance (Google CWV), technical SEO structures and site indexation, UI/UX, deployment workflows (parallel projects/multiple users), and staging sites (mirror production/QA)
• Competence across the stack, including upstream APIs
• Ability to lead out large projects

Working at Intercom 🤩

Our culture is open, friendly, and inclusive - and this is something we are proud of. We like to experiment, sometimes inventing things for the first time, but we stay pragmatic, starting small and simple in everything we do. We want to help people grow and do the best work of their careers and we want everybody to work with co-workers who value kindness, optimism, and positivity.

We love people who genuinely want to learn and grow, and we take bets on high-potential people on rapid trajectories. We’re opinionated by default, for example, we run less software and ship continuously. We’re technically conservative and like to keep it simple, but where it means building better products we’ll double down on new technology like machine learning in a pragmatic way.

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’re happy to get you whatever equipment helps you get your job done

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.

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