Principal Engineer - Go-To-Market

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

You will be responsible for architecting and delivering a high-scale, AI-native platform that transforms our Go-To-Market operations. By collaborating with data science, infrastructure, and GTM teams, you will execute a "build and buy" strategy to replace our legacy SaaS toolchains and manual heuristics with bespoke AI agents and automated workflows.

What will I be doing?

As a Principal Engineer you will:

• Architect the next-generation GTM platform using a mix of build and buy approaches.
• Replace a sprawling last-gen SaaS software toolchain with sharp, bespoke tooling.
• Contribute to our technical architecture as we grow, ensuring long-term scalability.
• Replace manual, heuristic-based processes with custom-built agents.
• Scale up and scale out solutions incubated by our GTM labs team.
• Contribute to all phases of software development, including ideation, prototyping, design, and implementation.
• Build using the best tools in the industry, including AI-powered developer tools.
• Build to a standard that our top GTM operatives can rely on your solutions for goal attainment.
• Raise the bar for technical standards, performance, reliability, and operational excellence.
• Foster and drive operational excellence with metrics, monitoring, and smart on-call and support.
• Provide assessments of project progress, risks, and challenges to engineering leadership.

What skills do I need?

• 8–10 years of experience building high-quality products used to achieve key business objectives.
• Significant, demonstrated impact that your work has had on the product and/or the teams.
• Hands-on expert executor with experience guiding and leading small teams.
• Strong product, data, and technical fundamentals and good systems design skills.
• Experience in setting technical strategy while remaining practical.
• Strong understanding of software engineering fundamentals and the full development lifecycle.
• Experience running critical systems migrations.
• Fluency with AI-powered developer tools like Claude Code, Jules, Codex.
• BSc in AI, Computer Science, Data Science, Maths, Statistics, or a related field.

Policies

Intercom has a hybrid working policy, expecting employees to be in the office at least three days per week. We value diversity and are committed to a policy of Equal Employment Opportunity.