DevOps Manager at Intercom

Montreal, Quebec, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Logistics, TechnologyIndustries

Requirements

Bachelor's degree in software engineering, computer science or equivalent
Minimum of 5 years experience in cloud management, development and/or DevOps responsibilities
Minimum of 5 years of proven leadership in technical environments, including team management skills, with a proven track record of mentoring and developing technical teams
Effective team management skills/mentorship skills; ability to rally the team/organization around an exciting vision; relentless drive and ability to take initiatives to try new ideas and solve complex business problems
Experience in Agile methodology and technical project execution
Knowledgeable in DevOps concepts, AWS, Azure, GCP, observability tools (Datadog, Cloudflare), Terraform, PagerDuty and how to integrate all these things together
Strong initiative and resilience, with a demonstrated ability to explore new ideas and innovative approaches to solving complex problems
Excellent interpersonal and communication skills in both French and English
Able and comfortable evolving in fast-moving environment
On-call availability required for the initial months (primarily daytime hours otherwise)

Responsibilities

Define and communicate a clear DevOps strategy aligned with business objectives
Develop and maintain a DevOps roadmap, identifying key initiatives, milestones, and success metrics
Collaborate with cybersecurity teams to ensure security best practices are integrated into DevOps processes (DevSecOps)
Oversee compliance with relevant standards (SOC2) and ensure audit readiness
Monitor and optimize cloud and infrastructure costs
Implement cost control measures and provide regular reporting to leadership
Evaluate, select, and manage DevOps tools and platforms to ensure they meet organizational needs
Drive adoption of new technologies and best practices
Establish and enforce change management and release governance processes
Ensure safe, predictable, and auditable deployments
Act as a liaison between technical teams and business stakeholders
Provide regular updates on system health, project progress, and incident post-mortems to leadership and other departments
Participate in recruiting, hiring, and onboarding DevOps engineers, interns
Foster a culture of learning, knowledge sharing, and psychological safety
Ensure comprehensive documentation of systems, processes, and incident responses
Promote knowledge sharing within the team and across departments
Encourage experimentation and adoption of emerging technologies (e.g., AI/ML in operations, GitOps, serverless)
Support ongoing training and certification for team members
Incorporate customer feedback into DevOps processes to improve reliability and user experience for internal and external customers

Skills

Key technologies and capabilities for this role

DevOpsSREDevSecOpsSOC2Cloud InfrastructureCI/CDChange ManagementRelease GovernanceKubernetesTerraformAWSCost Optimization

Questions & Answers

Common questions about this position

What qualifications are required for the DevOps Manager role?

A Bachelor's degree in software engineering, computer science or equivalent is required, along with a minimum of 5 years experience in cloud management, development and/or DevOps responsibilities, and 5 years of proven leadership in technical environments including team management and mentoring.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of team will the DevOps Manager work with?

The role involves working closely with SRE, cybersecurity, development, and operations teams, while participating in recruiting, hiring, onboarding DevOps engineers and interns, and fostering a culture of learning, knowledge sharing, and psychological safety.

What makes a strong candidate for this DevOps Manager position?

Strong candidates will have 5+ years in cloud management/DevOps and technical leadership, with skills in team mentoring, strategic roadmap development, security compliance, cost optimization, and stakeholder communication.

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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