Customer Support Engineer

Profile

Intercom is redefining how businesses support their customers using powerful messaging and automation.

Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver efficient and personal customer experiences at scale. Intercom is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users.

Join the company helping businesses grow revenue through in-product messaging, and so much more!

What's the opportunity? 🤔

Do you have a strong need to understand how and why things work the way they do? Are you acutely aware of customer experience and upset when a company you’re dealing with lets you down? If you have some engineering or web development experience and want to be a part of creating truly exceptional customer experiences then the Customer Support team at Intercom is right for you.

We're looking for a support engineer to join our team in Chicago. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our customers to tackle the challenging technical issues they face in innovative ways. In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams.

We use Intercom to support Intercom customers

so whether you’re just starting out in your career or want to get a deeper understanding of fundamental customer motivations and how those are applied to building an ambitious, world-class product, this role provides that great opportunity. We have all experienced terrible customer service. Robotic agents running through a script of predetermined messages, never helping or sympathizing, just programmatically following instructions. That’s the opposite of who we are.

Our way of providing support is based on the

principles of continuity and trust

and our style of communication is personal, friendly and fun. We engage in dynamic conversations with our customers and are big fans of visual communication (think emojis, stickers, GIFs) - we believe that

visual support is human support

This opportunity is for folks who truly love supporting customers and sees themselves in a customer facing role long term. This is not a springboard into other areas or

jobs at Intercom

. This is a great role for those who are looking to be part of our support team for a while and who are excited about supporting Intercom’s growth with personal experiences.

This opportunity will have a working schedule of Saturday through Wednesday.

With Thursday and Friday being your days off

. The expectation is to be in-role for at least one year before transitioning to a more standard schedule.

What will I be doing? 🚀

Debug complex issues with an understanding of both our own codebase and the many technologies employed by our customers

Solve technical problems for customers on a daily basis

Own our inboxes over the week

Utilize inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes

Influence the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams

What your first 6 months will look like:

30 days - Onboarding to Intercom & Customer Support:

You’ll learn what it means to be an Intercomrade and the ins & outs of our product. You will learn the fundamentals to set you up for success, and will be talking to our customers alongside a dedicated mentor.

90 days - Helping customers & crushing KPIs:

At this point you’ll be fully ready to jump in - helping customers and tracking your performance based on our ambitious yet achievable

Key Performance Indicators

6 months - Broadening your impact on the team and your personal development:

While supporting customers, you will also have the opportunity to get involved with CS teams and additional projects like social media support, bots & automation, quality assurance, internal support, and more!

What skills do I need? 📖

The basic requirements to be successful in this role are:

Solid basic knowledge of programming. You don’t have to be proficient in one of the languages we use (Ruby and JavaScript) but you should have an active interest in learning them

Computer Science degree or 1-2 years working in a web development background

Previous experience with problem solving in a troubleshooting environment

However,

great support takes more than tech skills

, so we also need you to have:

A real interest in helping a high volume of customers who range from experienced developers to non-technical

The ability to rapidly switch gears while retaining focus on the bigger picture

Excellent written communication skills with the ability to explain complex topics in easily understood, concise language [English]

Ambition, eagerness to learn and improve, passion for tech and the future of the internet

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful!

Imposter syndrome

is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!

Bonus skills & attributes

Strong knowledge of Ruby, Rails and Javascript

Familiarity with native mobile development (iOS and/or Android)

The base salary range for candidates within the Chicago Area is $60,000.00 - $81,300.00. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

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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Company info

Intercom
Website : http://www.intercom.com/