Technical Support Engineer at Intercom

Intercom is seeking a Technical Support Engineer to join their team in Dublin, Ireland. This role involves creating exceptional customer experiences by providing technical support and educating customers on a global level. The Technical Support Engineer will partner with customers to address challenging technical issues, assist with Intercom integration, diagnose problems, and serve as a liaison between customers and Intercom's product teams.

The engineer will ensure customers get the most value from the Intercom product. Intercom is leading the market in AI customer service. They will communicate efficiently with customers, own issue resolution, and maintain in-depth product knowledge. The role requires collaborating with product teams to identify issues and offer solutions, debugging, and building tools to increase team efficiency.

Intercom has a hybrid working policy. Employees are expected to be in the office at least two days per week. They also provide benefits such as competitive salary, equity, lunch, pension, health insurance, flexible paid time off, and paid parental leave.

What role involves:

• Communicating efficiently with customers.
• Owning customer issues from initial contact to resolution.
• Becoming an expert on Intercom functionality.
• Ensuring positive customer experiences.
• Collaborating with product teams to identify issues and provide solutions.
• Debugging complex technical issues.
• Building tools to improve team efficiency.
• Influencing product direction through customer communication and collaboration.

Requirements:

• 1-2 years of technical support experience.
• Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs.
• Understanding of REST API, SDKs & Webhooks.
• Strong understanding of tech fundamentals.
• Strong customer focus and communication skills.
• Strong problem-solving skills.
• Ability to troubleshoot and utilize resources.
• Ability to take on + action feedback.
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency.
• Demonstrated success working with Key Performance Indicators (KPIs).

What Intercom offers:

• Competitive salary and equity.
• Lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
• Regular compensation reviews.
• Pension scheme & match up to 4%.
• Life assurance, as well as comprehensive health and dental insurance for you and your dependents.
• Flexible paid time off policy.
• Paid maternity leave, as well as 6 weeks paternity leave for fathers.
• Cycle-to-Work Scheme with secure bike storage.