Staff Machine Learning Scientist

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform. 

Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.  

Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. 

Join us to help define and lead the AI revolution for customer service.

What's the opportunity? 

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? 

• Play an active role in hiring, mentoring and career development of other engineers

  Raise the bar for technical standards, performance, reliability, and operational excellence

  Identify areas where ML can create value for our customers

  Identify the right ML framing of product problems - Working with teammates and Product and Design stakeholders

  Conduct exploratory data analysis and research - Deeply understand the problem area

  Research and identify the right algorithms and tools - Being pragmatic, but innovating right to the cutting-edge when needed

  Perform offline evaluation to gather evidence an algorithm will work

  Work with engineers to bring prototypes to production

  Plan, measure & socialize learnings to inform iteration

  Partner deeply with the rest of team, and others, to build excellent ML products

• 5-8 years applied ML experience

  Previous background in a senior/staff role (data science, software development or academic)

  Significant, demonstrated impact that your work has had on the product and/or the teams

  Strong programming skills

  Experience as the primary technical leader for a team

  Strong communication skills, both within engineering teams and across disciplines.

  Comfort with ambiguity

  Typically have advanced education in ML or related field (e.g. MSc)

  Scientific thinking skills

• Track record shipping ML products

  PhD or other experience in a research environment

  Deep experience in an applicable ML area - E.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering

  Strong stats or math background

  Visualization, data skills, SQL, matplotlib, etc.

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

Competitive salary and equity in a fast-growing start-up

We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

Regular compensation reviews - we reward great work!