Technical Support Engineer at Intercom

Chicago, Illinois, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Service, SaaSIndustries

Requirements

Engineering and/or web development experience
Strong problem-solving and troubleshooting skills
Ability to communicate efficiently and effectively with customers (using Intercom's product and outbound phone calls)
Hands-on technical expertise for integrating Intercom into products, diagnosing issues, and debugging complex problems (understanding of Intercom's codebase and customer technologies)
Eye for improvement, efficiency, and bringing ideas/feedback
Interest in long-term role in support team, growing with the company
Hybrid work availability (office 2 days/week, remote 3 days/week; full-time office optional)

Responsibilities

Communicate efficiently and effectively with customers using Intercom's product and outbound phone calls
Own customer communications and issues from initial contact until resolution
Become an expert on how Intercom works and its capabilities
Ensure customers have a great product experience by making it easy to use, reliable, bug-free, and fast (in collaboration with the Support team)
Work with product teams to identify issues, synthesize customer feedback, and provide informed opinions on solutions
Debug complex issues involving Intercom's codebase and customer technologies
Build tools using technical knowledge to increase team efficiency and effectiveness
Influence Intercom product direction through customer communication and product team collaboration

Skills

Web Development

Engineering

Troubleshooting

Problem Solving

API Integration

Debugging

JavaScript

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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