Engineering Manager, AI Models Infrastructure

We’re hiring an Engineering Manager for our AI Platform Team in the AI Group . The AI Platform team builds and operates the foundational infrastructure that powers Intercom’s AI products, including model training, developer tooling and high-performance, high-reliability production systems. The team ensures that engineers and scientists can rapidly & safely build our flagship AI product Fin, while also ensuring it remains stable and performant in production.

This is a hands-on EM role - you’ll lead a senior team of engineers while remaining hands-on in the codebase. We believe that an EM who occasionally works alongside ICs writing code will build up the knowledge and context required to inform strategic decision making and better support engineers in their team. This isn’t a temporary “player-coach” setup; it’s a deeply technical leadership role where coding and architecture work are core to the job.

This is a fantastic opportunity for an experienced engineering manager without prior AI experience to step directly into the world of AI systems. You’ll learn what it takes to run AI-powered production systems, and shape the platform that enables fast, safe, and reliable iteration on cutting-edge AI products.

Learn more about Intercom’s engineering culture at intercom.engineering , and more about Fin at fin.ai .

As a hands-on leader, you will:

Lead a high-performing team building the platform and infrastructure that power Intercom’s AI capabilities.

Contribute directly to production code , staying close to the work and building knowledge & context through first-hand experience.

Support teams of ML Scientists and Engineers building AI powered capabilities .

Plan, prioritize, and deliver high-impact roadmaps in partnership with the team’s most senior engineers, balancing delivery, quality, and innovation.

Improve developer-experience across the AI infrastructure stack, ensuring that systems are observable, scalable, and easy to build upon.