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 ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
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.

WHAT SKILLS MIGHT I NEED?

• 1-3 years of ML experience. Ideally, in a fast-moving environment (like Intercom), but it’s also fine if you worked on interesting and complex problems in research (e.g. as a postdoc or a research assistant, or even in your PhD)
• Intermediate programming skills. You should be comfortable with writing code (mostly) autonomously, considering edge cases and knowing how to test your work
• Solid theoretical foundation in stats and ML. We don’t expect you to know how an LLM like Mistral works at low level (although it’s great if you do know it!), but you should be well-familiar with things like classification and regression, as well as testing of statistical hypotheses and evaluation of ML models
• Scientific mindset. You’re naturally critical and rely on data and evidence when making judgements. You’re ready to abandon ideas that turned out to be bad, even if they were your own
• Strong communication skills. You mostly will be communicating to members of engineering teams, but occasionally you’ll also have to explain something to a less technical person

BONUS SKILLS & ATTRIBUTES

• Advanced education in ML or related field (e.g. PhD or MSc)
• Deep experience in NLP or LLMs
• Strong visualisation and data wrangling skills

Please refer the Job description for details