Machine Learning Engineer

Intercom’s Machine Learning team is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands. We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated ML product engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test. We are very passionate about applying machine learning technology and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy. What will I be doing? 🚀 Identify areas where ML can create value for our customers Contribute to finding the right ML framing of a product problem Working with teammates and Product and Design stakeholders Taking algorithms which work offline, and putting them in a production setting Deeply understand and modify as needed Solve hard scalability and optimization problems Run production ML infrastructure, evolve it over time Build new data infrastructure to enable exploration Establish processes for large scale data analyses, model development, validation, and implementation Work with teammates to measure and iterate on algorithm performance Partner deeply with the rest of team, and others, to build excellent ML products What skills might I need? 📖 These are meant to be indicative, not hard requirements. Excellent pragmatic engineering skills Familiar with tools used to write, test, deploy, debug and monitor software Comfort owning features from inception to outcome. 3+ years experience in a production environment, with contributions to the design and architecture of distributed systems. We’re looking for engineers who can confidently put ML-powered features in production. Strong communication skills, both within engineering teams and across disciplines. Excellent programming skills Comfort with ambiguity BSc in Computer Science, or similar knowledge Bonus skills & attributes 🙌 Deep knowledge of AWS services ML Ops experience Large scale computation experience Track record shipping ML products Experience in a research environment Algorithmic optimisation experience Advanced education in CS, ML, Math, Stats, or similar Practical stats knowledge (experiment design, dealing with confounding, etc) Experience in an applicable ML area. E.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering Visualization, data skills, SQL, matplotlib, etc.

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month. Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers. Join us on our mission to redefine customer service and make internet business personal.