Description
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 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.
We're looking for Senior+ AI Infrastructure Engineers to build the systems that train and serve Intercom's next generation of AI products.
You’ll join a small, highly technical team working at the cutting edge of modern AI infrastructure. The AI Infra team built the training pipelines and runs the inference for custom models like Fin Apex, which outperforms frontier models in customer service tasks, and is the foundation of the AI Group's full stack approach to AI.
Responsibilities
As a Senior AI Infrastructure Engineer focused on model training and inference, you will:
- Implement and scale training pipelines for large transformer and LLM models, from data ingestion and preprocessing through distributed training and evaluation.
- Build and optimize inference services that deliver low-latency, high-reliability experiences for our customers, including autoscaling, routing, and fallbacks.
- Work on GPU-level performance: tuning kernels, improving utilization, and identifying bottlenecks across our training and inference stack.
- Collaborate closely with ML scientists to implement cutting edge training and inference methods and bring them to production.
- Play an active role in hiring, mentoring, and developing other engineers on the team.
- Raise the bar for technical standards, reliability, and operational excellence across Intercom’s AI platform.
Profile we’re looking for
These are indicative, not hard requirements
We're looking to hire Senior+ AI Infrastructure Engineers. You’re likely a great fit if:
- You have 5+ years of experience in software engineering, with a strong track record of shipping high-quality products or platforms.
- You hold a degree in Computer Science, Computer Engineering, or a related field (or you have equivalent experience with very strong fundamentals).
- You have hands-on experience with one or more of the following:
- Model training (especially transformers and LLMs).
- Model inference at scale (again, especially transformers and LLMs).
- Low-level GPU work, such as writing CUDA or Triton kernels.
- Comfortable working in production environments at meaningful scale (traffic, data, or organizational).
- You communicate clearly, can explain complex technical topics to different audiences, and enjoy close collaboration with both engineers and non-engineers.
- You take pride in strong technical fundamentals, love learning, and are willing to invest in your own development.
- Have deep knowledge of at least one programming language (for example Python, Ruby, Java, Go, etc.). Specific language experience is less important than your ability to write clean, reliable code and learn new stacks quickly.
Benefits
- 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!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- 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.