Staff Machine Learning Scientist

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

The Machine Learning team at Intercom is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in customers' hands.

As a Staff Machine Learning Scientist, you will:

• Play an active role in hiring, mentoring and career development of other engineers
• Raise the bar for technical standards, performance, reliability, and operational excellence
• Identify areas where ML can create value for customers
• Identify the right ML framing of product problems, working with teammates and Product and Design stakeholders
• Conduct exploratory data analysis and research to deeply understand the problem area
• Research and identify the right algorithms and tools, being pragmatic but innovating right to the cutting-edge when needed
• Perform offline evaluation to gather evidence an algorithm will work
• Work with engineers to bring prototypes to production
• Plan, measure and socialize learnings to inform iteration
• Partner deeply with the rest of the team and others to build excellent ML products

The ideal candidate will have:

• 5-8 years of applied ML experience
• Previous background in a senior/staff role (data science, software development or academic)
• Significant, demonstrated impact that your work has had on the product and/or teams
• Strong programming skills
• Experience as the primary technical leader for a team
• Strong communication skills, both within engineering teams and across disciplines
• Comfort with ambiguity
• Typically have advanced education in ML or a related field (e.g. MSc)
• Scientific thinking skills

Benefits include:

• Competitive salary and equity in a fast-growing start-up
• Lunch served every weekday, plus snacks and a fully stocked kitchen
• Regular compensation reviews
• Life assurance, comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays
• Paid maternity leave and paternity leave
• Cycle-to-Work Scheme and secure bike storage
• MacBooks provided, with flexibility for other equipment
• Unlimited access to Claude Code and best-in-class AI tools