Senior Analytics Engineer

Intercom is an AI-powered, automation-first customer service platform that enables businesses to provide efficient support, ensuring customer satisfaction, cost effectiveness, and happy service teams. It is the only comprehensive customer service solution that offers a smooth customer experience merging both automation and human support. Customer service teams in more than 25,000 global organizations such as Atlassian, Amazon and Microsoft use Intercom to send over 600 million messages a month and facilitate interactions with over 800 million monthly active end users. The company was founded in 2011 and is financially backed by prominent venture capitalists including Bessemer Venture Partners, Kleiner Perkins, and Social Capital. What's the opportunity? The Data team constructs distributed systems and tools that support Intercom by equipping people with information. With company growth comes an increase in our data's volume and speed, along with a desire for more sophisticated, specialized data solutions. Our team creates, maintains, evolves, and extends the data platform, allowing our partners to do-it-themselves by creating their own comprehensive data workflows, from data ingestion to transformation, experiment evaluation, usage analysis, and predictive model running. We provide the data foundation to support numerous impactful business and product-focused projects. We are seeking a Senior Analytics Engineer passionate about making quality data available for our stakeholders. What will I be doing? You will develop, run, and support our daily batch and real-time data pipelines processing petabyte-scale data using tools like Airflow, Kinesis, Snowflake, Tableau, and Superset, all on AWS. You will work with diverse programming languages; Python and SQL are our primary languages, but we regularly use shell scripts and Terraform to maintain our CI/CD pipeline and the underlying infrastructure. You will - Collaborate with product managers, go-to-market teams, analysts, and data scientists to build automation and tooling to cater to their needs in an environment where dozens of changes are released daily. Quality-of-life tooling and custom integrations between various services are a big part of this. - Implement systems to monitor what we have built to identify and surface both bottlenecks and problems with the infrastructure and data quality. - Aid in the evolution of the Data Platform by contributing to the design and implementation of the next generation of the stack from both an infrastructure and data modeling perspective. Recent projects our team has delivered: - Migrated Redshift to Snowflake - Set up new analytics stacks in AU and EU, including cross-regional pipelines - Switched from in-house transformations framework to DBT What skills do I need? - Six years or more of full-time, professional work experience using a modern programming language on a daily basis. - Strong preference for Python. - Either experience or understanding of tools and technologies that are in our stack, such as Snowflake, DBT. - Comprehensive understanding of SQL, and experience or interest in data modeling, warehouse design or backend systems. - Some experience with building and running data pipelines for extensive and complex datasets, including managing dependencies. - Worked with Apache Airflow. - Some first-hand cloud provider experience (preferably AWS). - Aware of the importance of data security and passionate about privacy. Benefits - Competitive salary and equity in a growing startup. - We offer lunch every weekday, a variety of snack foods, and a fully stocked kitchen. - Frequent compensation reviews to reward great work. - Pension scheme & match up to 4%. - Life assurance, comprehensive health and dental insurance for you and your dependents. - Flexible vacation policy and holidays. - Paid maternity leave as well as 6 weeks paternity leave for fathers. - Standard MacBook, but we’re happy to provide whatever equipment helps you get your job done. Intercom values diversity and is committed to Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee based on race, color, religion, creed, national origin, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protective group. Currently, Intercom can hire employees with a permanent residence in the following locations; Australia, Ireland, England, and applicable US states (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington). If this role doesn't precisely fit what you're seeking, join our Talent Community to stay connected with us.