# Senior Engineering Manager, Customer Agent

**Company:** [Intercom](https://hotfix.jobs/companies/intercom)
**Location:** Dublin, Ireland, London, United Kingdom
**Role:** Engineering Management
**Experience:** 5+ years
**Skills:** Ai-Assisted Development, Machine Learning, Software Architecture, Product Engineering, Cross-Functional Collaboration, Customer Experience, Claude Code, Mcp Servers
**Posted:** 2026-07-30

> Leads product engineering teams building AI-powered customer experiences across support, sales, ecommerce, and success. The role requires exceptional people leadership, strong product and technical judgment, autonomy, and fluency with AI-assisted development.

## Job Description

## Responsibilities
- Own strategically significant workstreams end to end and be accountable for business outcomes.
- Manage from the front line by understanding the product, customer problems, and context deeply.
- Shape teams operating in ambiguous product spaces in close partnership with Product.
- Partner with Product, Design, Sales, and machine learning engineers and scientists where relevant.
- Build a seamless customer experience across sales, ecommerce, support, and success through a unified agent experience.
- Contribute directly when needed through coding, analysis, cross-functional collaboration, or unblocking team members.
- Bring together engineers, establish high expectations, build momentum, and drive execution under aggressive timelines.
- Develop senior and staff engineers into leaders through direct, actionable feedback.
- Partner with the Engineering Director on group-level strategy and investment decisions.
- Promote effective AI-assisted development practices across teams.

## Requirements
- Exceptional people leadership combined with a personally action-oriented approach.
- Product-minded, with strong product engineering instincts and experience in product-heavy environments.
- Comfortable operating during early product formation and making sound decisions amid ambiguity.
- AI fluency and active experimentation with AI-assisted software development.
- Technical credibility, including the ability to review architecture proposals and exercise sound technical judgment.
- Strong communication skills across leadership alignment, stakeholder management, performance conversations, and technical problem-solving.
- Extreme autonomy and the ability to identify problems, form convictions, and act independently.
- Critical thinking about business priorities and the ability to translate them into team-level decisions.
- Experience managing product engineering teams building AI-powered customer experiences in partnership with ML and adjacent teams.
- This role does not directly manage ML engineers or ML scientists.

## Compensation & Benefits
- Competitive salary and equity in a fast-growing start-up.
- Pension scheme with matching up to 4%.
- Life assurance and comprehensive health and dental insurance for employees and dependents.
- Flexible paid time off policy.
- Paid maternity leave and six weeks of paternity leave.
- Cycle-to-Work Scheme and secure bike storage.
- MacBook standard, with Windows available for certain roles.
- Hybrid working policy with at least three days per week in the office.

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