Engineering Manager, AI Models Infrastructure

About the role

We're hiring an Engineering Manager for our AI Platform Team in the AI Group. The AI Platform team builds and operates the foundational infrastructure that powers Intercom's AI products, including model training, developer tooling and high-performance, high-reliability production systems. This is a hands-on EM role — you'll lead a senior team of engineers while remaining hands-on in the codebase, with coding and architecture work core to the job.

What you'll do

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

What you'll need

• Experience leading engineering teams, in an infrastructure or platform team.
• Strong prior experience working as an engineer.
• Strong technical judgment and the 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.

Nice to have

• Recent hands-on coding experience — you've shipped production code in the last couple of years, or have notable open source contributions.
• Previous experience in a hands-on EM/IC role, or you've alternated between EM and IC roles during your career.
• Previous experience building AI powered products or platforms.

What they offer

• Competitive salary, annual bonus and equity
• Regular compensation reviews
• Generous paid time off above statutory minimum
• Hybrid working (minimum three days per week in office)