Requirements

Cloud infrastructure expertise: Multiple years designing, building, and operating high-scale distributed systems and platforms in a cloud environment (ideally AWS), with accountability for availability, performance, and costs.
Engineering rigor: Deep knowledge of modern programming languages with infrastructure-as-code as a nice to have. You have a track record of treating infrastructure as a software engineering discipline.
Operational obsession: Expert grasp of reliability, performance, and failure modes. You define metrics, question outliers, and rely on telemetry to guide your decisions.
Developer empathy: You obsess over making things "just work" for your internal customers. You understand the pain points of product developers and know how to eliminate their friction.
Execution and ownership: A proven track record of independently driving complex, cross-team technical initiatives from conception to production, often spanning multiple quarters.
Clear, timely communication: You write crisp technical docs, run blameless incident reviews, present trade-offs clearly to technical and non-technical partners, and thrive in an asynchronous, fast moving, and highly collaborative environment.

What you'll be doing

Automate everything: Eradicate manual, repetitive, and unscalable work. You will view infrastructure challenges as software problems, building automation and tooling that accelerates R&D.
Drive architectural evolution: Plan, design, and execute generational changes to Intercom’s core infrastructure.
Deliver operational excellence: Own the reliability of our core services. Respond to operational events and engineer permanent solutions.
Be full stack: Dive deep into application code to trace and fix customer-facing issues.
Force-multiply through enablement: Scale expertise through agent skills, documentation, and reliable defaults.
Raise the bar: Hold yourself and your teammates accountable with deep empathy and foster a culture of continuous learning.
Ship production-grade systems: Independently lead complex initiatives for high-impact infrastructure projects.