SRE Specialist at Intercom

Montreal, Quebec, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

LogisticsIndustries

Requirements

Bachelor's degree in software engineering, computer science or equivalent
3+ years experience in cloud management, development and/or SRE responsibilities
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 (primarily daytime hours, but off-hours events for initial months)

Responsibilities

Incident Management: Detect and respond to issues, ensuring rapid recovery to minimize downtime; improve coordination and structure in investigations; define and implement escalation process; ensure communication and adhesion of stakeholders; document incident reports and conduct post-mortems
Collaboration: Work closely with development and operations teams for smooth deployment and operation of applications; provide primary operational support and engineering for large-scale distributed software; collaborate on rigorous testing and release procedures; participate in system design consulting, platform management, and capacity planning
Influence: Create sustainable systems and services through automation and enhancements; promote culture of innovation and continuous improvement; coordinate with SRE team manager on operational policies for agility and scalability; coordinate and mentor other SRE team members
Automation: Automate repetitive tasks to improve efficiency and reduce errors; improve reliability, quality, and time-to-market of software solutions; measure and optimize system performance anticipating business needs
Monitoring and Alerting: Implement and enhance monitoring systems (e.g., Datadog); monitor and maintain production environment for high availability; gather and process metrics for performance tuning and fault finding; develop health monitoring dashboard for stakeholder visibility
Disaster Recovery: Prepare and implement disaster recovery plans to manage unexpected outages
Performance Optimization: Continuously improve system performance and scalability
Capacity Planning: Ensure infrastructure can handle current and future demands
Chaos Engineering: Intentionally introduce failures to test system resilience and improve robustness

Skills

Key technologies and capabilities for this role

Incident ManagementOn-CallEscalation ProcessPost-MortemsDistributed SystemsSystem DesignCapacity PlanningAutomationDeploymentPlatform ManagementSREMonitoringReliability Engineering

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time role.

Does this role involve remote work or on-call duties?

This information is not specified in the job description. The role involves off-hours events that are cyclical with quieter periods.

What key responsibilities are required for this SRE Specialist role?

Key responsibilities include incident management with rapid recovery and post-mortems, collaboration with development and operations teams, automation of repetitive tasks, implementing monitoring systems like Datadog, and capacity planning.

What is the company culture like for the SRE team?

The culture promotes innovation, continuous improvement, agility, scalability, and professional growth through mentoring and coordination within the SRE team.

What makes a strong candidate for this SRE Specialist position?

Strong candidates have experience in incident management, automation, monitoring with tools like Datadog, collaboration across teams, and a focus on reliability, scalability, and continuous improvement.

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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