Implementation Engineer Jobs

Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital.

What's the opportunity? 🤔

We are seeking an experienced Implementation Engineer to join our team! In this role, you will be responsible for assisting our customers with the technical aspect of Intercom Implementation, which may include migrating their customer support operations from their current tool. Your primary focus will be to provide exceptional technical expertise throughout the implementation and to ensure that the technical solutions implemented meet our customers’ needs. If you have a strong background in technical software implementation, excellent problem-solving skills, and a passion for helping customers succeed, we would love to hear from you.

What will I be doing? 🚀

• Assess customer requirements, develop implementation plans, and set clear expectations regarding timelines and deliverables.
• Conduct detailed discovery sessions with customers to gather information about their specific needs, data structures, and integration requirements.
• Collaborate with internal teams, such as sales, engineering, product management, and support, to address any challenges and ensure a smooth implementation experience.
• Develop data migration strategies and perform data migrations from the customer's current tool to Intercom.
• Analyze customers' existing support processes and workflows in their current tool, and provide recommendations on how to map those processes to Intercom's capabilities.
• Conduct training sessions and workshops to educate customer support agents on how to effectively use Intercom's features and functionalities.
• Serve as the primary technical contact for customers who are implementing Intercom
• Configure and customize the Intercom platform based on customers' requirements, ensuring that all integrations, automation rules, and reporting capabilities are properly set up.
• Stay up-to-date with the latest features and enhancements of Intercom and provide valuable insights and recommendations to customers.
• Provide ongoing support and troubleshooting assistance to customers during and after the migration process, ensuring their satisfaction and successful adoption of Intercom as their primary customer support platform.

What skills do I need? 📖

• Ability to thrive in a fast-paced, dynamic environment and meet tight deadlines.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
• Knowledge of and experience integrating with RESTful APIs using JSON
• Knowledge of and experience integrating with RESTful APIs using JSON
• Excellent problem-solving skills, with the ability to analyze complex requirements and propose effective solutions.
• Ability to handle multiple implementation projects simultaneously and prioritize tasks effectively.
• Passion for delivering exceptional customer service and driving customer success.
• Deep understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels.
• Knowledge of and experience with data migration
• Proven experience in customer support system implementation or engineering roles; experience with Intercom, Zendesk, or similar customer messaging / customer support platforms is highly desirable
• Bachelor's degree in a relevant field or equivalent practical experience.
• Strong technical proficiency and the ability to understand and configure software integrations.

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! :)

• Proof of eligibility to work in the United States is required.
• Regular compensation reviews - great work is rewarded!
• Paid Parental Leave Program
• Comprehensive medical, dental, and vision coverage
• Open vacation policy and 10 corporate holidays
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!
• Competitive salary and meaningful equity

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. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

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