Requirements

1-2 years of technical support experience
Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs
Understanding of REST API, SDKs & Webhooks
Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.)
Strong customer focus (excels at + enjoys helping customers)
Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
Strong problem solving skills (ability to think critically and learn on-the-fly)
Ability to troubleshoot and utilize resources to answer questions on baseline topics
Ability to take on + action feedback
Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

Nice to haves

Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too
Owning customer communications and issues from initial contact until resolution
Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of
Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product
Working directly with product teams to identify current issues and offer informed opinions on potential solutions
Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers
Utilizing technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
Influencing the direction of the Intercom product through daily communication with customers and collaboration with product teams

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!
Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated
Pension scheme & match up to 4%
Life assurance, 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
Cycle-to-Work Scheme coverage
Choice of MacBook or Windows for certain roles