Intercom · 9 hours ago
Technical Support Engineer
Chicago, IL
Full-time
Hybrid
Entry Level
$81K/yr - $96K/yr
1+ years expIntercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. They are seeking a Technical Support Engineer to assist customers in integrating Intercom into their products and to troubleshoot technical issues, ensuring a seamless experience with their services.
CRMMarketing AutomationSaaSSales Automation
Responsibilities
Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too
Owning customer communications and issues from initial contact until resolution
Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of
Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers
Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams
Qualification
Required
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
Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.)
Strong customer focus (excels at + enjoys helping customers)
Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
Strong problem solving skills (ability to think critically and learn on-the-fly)
Ability to troubleshoot and utilize resources to answer questions on baseline topics
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) or other metrics/quotas
Preferred
Completion of technical coding bootcamps, programs, courses, etc
Previous experience working in a troubleshooting environment
Understanding code syntax or use of specifically supported frameworks
Experience configuring our supported iOS/Android Plugins (mobile SDKs)
Familiarity with native mobile development
Benefits
Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!
Company
Intercom
Intercom is a software company that creates modern customer service software that redefines how businesses support their customers.
1001-5000 employees
H1B Sponsorship
Intercom has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (8)
2023 (4)
2022 (5)
2021 (5)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$240MKey Investors
Kleiner PerkinsIndex VenturesICONIQ Growth
2018-03-27Series D· $125M
2016-04-07Series C· $50M
2015-08-26Series C· $35M
Leadership Team
Eoghan McCabe
CEO, Chairman, and Co-founder
Ciaran Lee
Co-Founder
Recent News
2025-10-31
Company data provided by crunchbase