Engineering Manager, AI Models Infrastructure

Overview

As Engineering Manager for the AI Platform, you lead a senior team building the infrastructure powering Intercom’s AI capabilities. You contribute to production code and stay close to technical work to inform decisions. You’ll support ML Scientists and Engineers, shaping high-impact roadmaps with senior engineers. You improve developer experience, observability, and scalability across the AI stack. This role offers hands-on leadership with meaningful AI production impact.

Responsibilities

• Lead a high-performing team building the platform and infrastructure powering Intercom’s AI capabilities
• Contribute directly to production code, staying close to the work and building knowledge through hands-on experience
• Support teams of ML Scientists and Engineers building AI-powered capabilities
• Plan, prioritize, and deliver high-impact roadmaps in partnership with senior engineers, balancing delivery, quality, and innovation
• Improve developer-experience across the AI infrastructure stack, ensuring systems are observable, scalable, and easy to build upon
• Empower the engineers on the team to act with agency and maximize their impact
• Expand scope over time, potentially taking ownership of additional platform domains as the team and AI initiatives grow

Key requirements

• Experience leading engineering teams in an infrastructure or platform team
• Strong prior experience working as an engineer
• Strong technical judgment and ability to coach senior engineers through complex architectural trade-offs
• Adaptable leadership style suited to a group that will grow quickly, and change shape over time
• Curiosity and enthusiasm for AI, with a desire to learn how ML systems are developed and operated in production

• adaptable leadership
• curiosity about AI
• coaching of senior engineers
• hands-on coding experience and production code delivery
• experience in infrastructure/platform teams
• experience building AI powered products or platforms

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