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Full-Time

Technical Support Engineer

Confirmed live in the last 24 hours

Intercom

Intercom

1,001-5,000 employees

Customer communication platform for businesses

Consumer Software
Enterprise Software

Entry, Junior

Chicago, IL, USA

Hybrid position requiring 2 days in-office per week.

Category
Customer Support
Customer Success & Support
IT Support
IT & Security
Required Skills
JavaScript
Communications
Git
Asana
Web Development
HTML/CSS
Requirements
  • 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.
Responsibilities
  • Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but you'll also be talking to customers on the phone every now and then.
  • 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.

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integrated approach, combining multiple communication tools and analytics to enhance customer experience and measure the effectiveness of engagement strategies. The goal of Intercom is to help businesses improve their customer relationships and streamline their communication processes.

Company Stage

Series D

Total Funding

$291.9M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights
Headcount

6 month growth

5%

1 year growth

9%

2 year growth

5%
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Simplify's Take

What believers are saying

  • Intercom's recent $125 million Series D funding round at a $1.2 billion valuation indicates strong investor confidence and financial stability.
  • The platform's ability to serve a wide range of clients, from small startups to large enterprises, offers diverse opportunities for growth and career development.
  • Intercom's integrated approach to customer communication can lead to improved customer satisfaction and retention, making it a valuable tool for businesses.

What critics are saying

  • The competitive CRM market requires constant innovation to stay ahead, posing a challenge for Intercom to maintain its unique value proposition.
  • Dependence on subscription-based revenue means that economic downturns or budget cuts could impact client retention and revenue.

What makes Intercom unique

  • Intercom integrates live chat, email marketing, and customer support into a single platform, offering a seamless customer communication experience unlike many competitors who offer these services separately.
  • Their focus on personalized messaging and automation sets them apart in the CRM market, providing a more tailored customer interaction.
  • Intercom's robust analytics and reporting tools enable businesses to measure the effectiveness of their communication strategies, a feature that is not always comprehensive in competing platforms.

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.