Technical Support Specialist at Intercom

Chicago, Illinois, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Service, AIIndustries

Requirements

3–5 years in customer support, with 1–2 years in SaaS, B2B, or complex product environments
Technically fluent: confident in navigating APIs, debugging workflows, and digging into systems to diagnose, reproduce, and troubleshoot technical issues (APIs, webhooks, SDKs, etc.)
Strong communication skills: able to explain technical topics in simple language, break down complex topics for non-technical users, and shift tone based on the situation
Experience in chat, email, and/or video-based customer support
Self-directed: able to plan workload based on urgency and impact, take ownership of complex queries from first contact to resolution, and navigate ambiguity with structured thinking and creativity
Curious and AI-passionate: excited about AI in customer support, informed on new tools, features, and workflows (especially AI Agent Fin)
Team player and coach: able to mentor peers, provide feedback, initiate upskilling, model best practices, and coach through tough tickets

Responsibilities

Communicate efficiently and effectively with customers via chat, email, outbound phone calls, and/or video
Support 60-70 customers per week, providing efficient and meaningful support
Take ownership of complex technical customer questions across the product suite, from first contact to final resolution
Confidently diagnose, reproduce, and troubleshoot technical issues
Provide a consultative approach, proactively identifying ways to help users succeed
Act as a mentor: provide feedback, initiate upskilling, model best practices, and coach peers through tough tickets
Flag trends that impact Support and share insights to evolve team support and internal collaboration
Drive improvements in product, processes, and peer development as a change agent

Skills

Technical Support

Customer Service

Troubleshooting

Product Feedback

Cross-Functional Collaboration

Process 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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