Fin
Senior Machine Learning Scientist
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Senior Machine Learning Engineer / Product ML Engineer
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and transform their customer experiences. We combine Fin with our Helpdesk to provide a complete solution called the Intercom Customer Service Suite, delivering AI-enhanced support for complex or high-touch queries that require human intervention.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
About the Role
Intercom’s Machine Learning team is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes into customers’ hands.
This is an extremely product-focused team. We collaborate with Product and Design teams to ensure lightning-fast progression from offline testing to beta deployment—often within just weeks of validation.
Our team’s ML product engineers leverage cutting-edge technologies, from classic supervised models to unsupervised clustering and transformers. Most importantly, we measure and prove real-world customer impact for every deployed model.
Key Responsibilities
- Identify areas where ML can create tangible value for Intercom’s customers
- Define the right ML framing of business-facing product problems
- Work closely with teammates, product managers, and designers
- Conduct exploratory data analysis, flesh out problem awareness, and investigate technical solutions
- Research and identify suitable algorithms/tools for each use-case
- Strike a balance between pragmatism and cutting-edge innovation
- Conduct offline evaluation to ensure prototypes will deliver real results
- Collaborate with engineers to transition solutions into production
- Plan, measure, and articulate findings to drive iterative improvement
- Partner deeply across teams to build world-class ML products
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Core Requirements
- Deep applied machine learning knowledge
- 3–5 years of hands-on experience in ML-driven products
- Strong command of practical statistics (A/B testing, causal inference, confounding factors)
- Intermediate coding skills and hands-on implementation confidence
- Crystal-clear communication—cross-functional impact matters more than code elegance
- Comfortability navigating ambiguity without losing focus
- Typically holds an advanced degree (MSc or PhD) in ML or related field with research experience
Bonus Strengths
- Proven track record of shipping ML products from prototype to launch
- Academic or research background (PhD, research fellowships, etc.)
- Advanced expertise in specialised space (NLP, deep learning, Bayesian methods, reinforcement learning, clustering)
- Degree or experience in rigorous statistics/math, or specialised ML data viz/manipulation (SQL, Python’s Pandas/NumPy, matplotlib)
🦋 Artificial Intelligence: Only our AI, named Fin, applies programmatic intelligence to improve your human experience. Flow: We move fast, but we do so intelligently and always ship delightful outcomes. One Court: Say hello to the whole team, not just your peers. Permission to fizzle: Learn fast and let your work speak for itself. Confidence Until Proof: We’re not afraid to try new things, even when it’s just our second guess. We just want data to tell us when we’re wrong, fast.
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Benefits
We’re a well-treated team with fantastic perks. Speak up if there’s something crucial for you that’s not listed:
- Competitive salary and equity in a rapidly growing startup
- Complimentary lunch, snacks, and a well-stocked café plus kitchen daily
- Regular pay reviews with high rewards for outstanding contributions
- Pension scheme with a 4% company match
- Robust life assurance, private health/dental insurance, and dependent coverage
- Flexible holiday policy (generous and adaptable)
- Paid maternity leave, plus six weeks for fathers to bond with loved ones
- Cycle-to-Work Scheme with secure bike storage
- Standard MacBooks (along with provision for any hardware that aids your workflow)
- Full relocation assistance if you relocate
Policies
Intercom embraces a hybrid model: three days in the office, two remote. This balances collaboration and flexibility.
Our culture is built on radical inclusivity—and mutual respect. We avoid leveraging contentious topics in work discussions to keep our environment safe and collaborative. While personal opinions are welcomed outside of work, the company avoids advocating on social/political matters. Our focus: extraordinary output underpinned by our shared values.
Intercom values diversity and promotes equal employment opportunity. We’re committed to a culture where no applicant or employee is discriminated against, including racial, religious, disability, veteran, gender identity, parental status—or any other lawfully protected basis.
Careers: https://www.intercom.com/careers
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