Job Description
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.
About the Team
AI product pricing is a wide-open problem in SaaS, and this team is writing the playbook. This is one of the most exciting times to join Pricing & Packaging at Fin. You’ll be pioneering the monetisation of an entirely new category of AI agents, experimenting with bold new business models that challenge how software has traditionally been sold, and building towards an AI-first quote-to-cash platform where pricing launches, integrity checks, and operational workflows are increasingly automated.
Pricing & Packaging is where Fin product velocity meets its commercial reality. We work at the intersection of an industry-leading R&D organisation shipping AI products at pace and a world-class go-to-market team selling them at scale - and we own the connective tissue between the two: pricing infrastructure, product packaging (plans, add-ons, feature access, entitlements), trial mechanics, paywalls, and the integrations that wire pricing intent into billing reality across Stripe, Salesforce CPQ, and internal APIs. The work directly moves millions of dollars of revenue
The role
You’ll work as an experienced individual contributor alongside Staff and Principal engineers on technical strategy, and with Product, Analytics Engineering, Research and Data Science, Finance, Billing Ops and GTM on scoping and delivery. You’ll raise the quality bar around you through design reviews, code review, and clear technical communication.
Claude Code is our primary engineering interface. We work AI-first and expect every engineer to actively use and improve AI-assisted workflows.
What will I be doing?
- Design, build, and ship reliable systems across pricing configuration, packaging, trial mechanics, paywalls, and the integrations that connect them to billing and contract infrastructure.
- Own your work end-to-end: from technical design through deployment, observability, on-call, and incident response.
- Contribute to architectural decisions - identifying the right tradeoffs between near-term delivery and long-term platform health.
- Drive safe, well-managed change: system migrations, integrations, and modernisation efforts with robust rollout plans and data integrity guarantees.
- Build and iterate on AI-assisted engineering workflows - domain-aware CI checks, issue investigations, and automated triage tooling.
- Contribute to pricing integrity across systems - detecting and preventing drift between pricing configuration, billing state, Salesforce, and downstream financial reporting.
What we’re looking for
- 5+ years of backend engineering experience shipping customer-facing or revenue-impacting systems
- Strong architectural instincts: you can design for correctness and scale across distributed, integrated systems, and make pragmatic tradeoffs to ship safely and fast
- High ownership orientation: you treat production health, pricing correctness, and data integrity as first-class concerns
- Clear technical communicator: you write crisp design docs, surface tradeoffs early, and keep stakeholders informed without being chased
- Comfortable in a high-reliability environment where a misconfigured price has immediate revenue impact
- Product-oriented mindset: you think beyond the code to understand how pricing decisions affect customers, revenue, and go-to-market strategy
- Resilient in fast-changing environments: you thrive when requirements shift, scope evolves, and ambiguity is the norm
- AI-first engineering practice: you use AI tools daily to ship faster, review better, and automate toil
What sets you apart
- Prior experience in pricing, billing, payments or subscriptions domains
- Experience with pricing or billing platforms (Stripe Billing, Salesforce CPQ, or similar)
- Contributions to AI-powered engineering tooling: building plugins, skills, MCP integrations, or agentic workflows that make teams faster
- Comfort working across the full stack. The team owns customer-facing surfaces like paywalls and usage dashboards in React
Fin’s Pricing & Packaging team owns the systems where product velocity meets commercial reality — including pricing infrastructure, plans, entitlements, paywalls, trial mechanics, and integrations across Stripe and Salesforce CPQ. No one in the industry has fully solved how to price AI products, and this team is actively shaping that playbook. We’re looking for a Senior Engineer with 5+ years of backend experience who can ship end-to-end across distributed systems, work AI-first with tools like Claude Code, and thrive in a fast-changing environment where every project has a direct impact on revenue.
Benefits
We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
#LI-Hybrid
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
