# Engineering Manager - AI Helpdesk

**Company:** [Intercom](https://hotfix.jobs/companies/intercom)
**Location:** Dublin, Ireland
**Role:** Engineering Management
**Experience:** 5+ years
**Skills:** AI, Machine Learning, Product Engineering, Software Architecture, Reliability Engineering, Product Management, Product Design, Data, Customer Support, Ai-Assisted Development
**Posted:** 2026-08-17

> Leads and grows an engineering team building AI-first Helpdesk capabilities, partnering across Product, Design, Data, Customer Support, and AI/ML. The role requires strong people leadership, product engineering judgment, technical depth, and experience delivering reliable customer-facing software.

## Job Description

## Responsibilities
- Lead and grow a high-performing engineering team building AI-first Helpdesk capabilities.
- Set clear goals and create the conditions for the team to deliver valuable, reliable product at a healthy pace.
- Partner with Product and Design to shape strategy, roadmap, priorities, and customer outcomes.
- Work with AI and ML partners while focusing on customer-facing product experiences.
- Understand the customer, agent, and business problems behind the roadmap.
- Provide technical judgment on architecture, quality, reliability, and long-term product health.
- Remove impediments, create clarity, and help the team make decisions with increasing autonomy.
- Build an inclusive, collaborative team culture with high standards for ownership, communication, and execution.
- Coach engineers and develop senior engineers into technical and organisational leaders.
- Contribute to AI Helpdesk strategy and align engineering decisions across adjacent teams.
- Explore AI-assisted development to improve team speed, quality, and effectiveness.

## Requirements
- Experience managing software engineering teams building customer-facing products.
- Strong product engineering instincts and interest in customer problems, user experience, and measurable outcomes.
- Ability to shape strategy, prioritize effectively, and create clarity in ambiguous environments.
- Technical depth to engage credibly in architecture discussions, understand trade-offs, and unblock engineers.
- Track record of delivering complex work predictably while balancing speed, quality, and reliability.
- Experience partnering with Product, Design, Data, Customer Support, and senior stakeholders.
- Strong record of coaching engineers, developing senior talent, and building healthy, inclusive teams.
- Excellent written and verbal communication skills.
- Curiosity about AI-native products and AI-assisted software engineering.
- High degree of autonomy, sound judgment, and bias toward action.

## Benefits and Compensation
- Competitive salary and equity in a fast-growing start-up.
- Lunch provided every weekday, snacks, and a fully stocked kitchen.
- Regular compensation reviews.
- Pension scheme with matching up to 4%.
- Life assurance and comprehensive health and dental insurance for employees and dependents.
- Flexible paid time off.
- Paid maternity leave and six weeks of paternity leave.
- Cycle-to-Work Scheme and secure bike storage.
- MacBook or other suitable work equipment.
- Hybrid working policy requiring employees to be in the office at least three days per week.

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