Senior Data Engineering Manager

A new, modern data catalog solution. Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and transform customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI enhanced support for high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets the standard for customer service. We push boundaries, build with speed and intensity, and consistently deliver value to our customers.

Opportunity

The volume and velocity of data at Intercom are exploding, fueled by growth and the drive to integrate more sophisticated, AI-assisted data solutions. The Data Engineering team is the engine powering Intercom's future. We build and maintain the distributed foundations that transform raw information into actionable intelligence, empowering all Intercom teams from Product to Research. We are looking for a seasoned Senior Data Engineering Manager to own key data initiatives and drive them forward.

This role is about impact and ownership. You will lead a team at the forefront of designing and evolving the core infrastructure that powers our entire data ecosystem.

• Next-Gen Platform Evolution: Partner with product and business teams and lead the architectural design and implementation of the next generation of our data stack, ensuring it can meet the demands of advanced analytics and AI applications.
• Enablement Through Tooling: Partner closely with Analytics Engineers, Analysts, and Data Scientists to build the self-service tooling and infrastructure they need to move fast and deploy safely.
• Data Quality Guardianship: Implement advanced monitoring systems to proactively detect, surface, and resolve data quality issues across our high-throughput environment (where dozens of changes can ship daily).
• Driving Automation: Develop automation and tooling that streamlines the creation and discovery of high-quality analytics data, making the entire data lifecycle more efficient.

The Strategic Impact You'll Drive

To Put Things In Context, here are examples of the strategic, company-shaping initiatives you will be expected to own and drive as a Senior Data Engineering Manager.

• GTM Data Platform Strategy: Build the data acquisition strategy that will enable us to build the next generation of business-focused internal software.
• Conversational BI Strategy: Lead the shift from complex, technical reporting toward natural language interaction to democratize data, enabling users to query information—getting raw numbers and contextual narratives instantly—without needing a data science degree or waiting on analysts.
• Platform & Warehousing Strategy: Lead the architectural and cost review and revamp of core data infrastructure to scale exponentially for future growth and advanced use cases.

Recent Wins You'll Build Upon

• AI-assisted Local Analytics Development Environment for Airflow and DBT.
• Data-rich AI apps containerized on Snowflake SPCS.
• A new, modern data catalog solution.
• Migrating critical MySQL ingestion pipelines from Aurora to PlanetScale.

Who You Are
You are a leader, a builder, and a problem-solver who thrives on solving real world business problems.

The Essentials

• 7+ Years Experience: You have a proven, full-time career history in the data space, leading teams of 6+ Engineers.
• Stakeholder Focus: You can communicate complex technical solutions to a business-focused audience and vice versa. You are comfortable interacting with stakeholders across the entire breadth of the business.
• Technical Depth: Your team will be responsible for the majority of execution, but you’re not afraid to get your hands dirty and write code when it’s needed. You lead from the front.
• A Leader & Mentor: You naturally recognize opportunities to step back and mentor others, understanding when your guidance will multiply the team's output.

Bonus Points (Our Modern Stack Knowledge)

• Airflow at Scale: Extensive experience with Apache Airflow, especially operating it reliably in a high-volume environment.
• Modern Data Stack Fluency: Familiarity with tools like Snowflake and DBT.
• Future-Focused: You keep a keen eye on industry trends and emerging technologies, always thinking about what's next.

Next Steps

If you are passionate about designing resilient analytics infrastructure that scales with a high-growth, global product, we encourage you to apply!

Benefits

• Competitive salary and equity in a fast-growing start-up
• Lunch provided and snacks; fully stocked kitchen
• Regular compensation reviews
• Pension scheme & match up to 4%
• Comprehensive health and dental insurance for you and dependents
• Open vacation policy and flexible holidays
• Paid maternity leave and 6 weeks paternity leave
• Cycle-to-Work Scheme with secure bike storage
• MacBooks standard; Windows available for certain roles

Policies

Intercom has a hybrid working policy. We expect employees to be in the office at least three days per week. We are committed to an open, inclusive culture and Equal Employment Opportunity policies. xcfaprz Intercom does not discriminate based on protected characteristics and values diversity and inclusion.