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.
What’s the opportunity?
We’re looking for a Security GRC Analyst to help support and advance Intercom’s Security Governance, Risk, and Compliance initiatives. This role is based in our Dublin office on St. Stephen’s Green, which is home to our Information Security team.
You’ll partner closely with leaders and teams across Engineering, People, Legal, Finance, and the wider business, and will report directly to our Director of Information Security.
What will I be doing?
Develop, enhance, and operationalise entity-level security and privacy policies, processes, and controls to mitigate risk and comply with applicable laws and regulations
Continuously monitor and assess Intercom’s security and privacy controls, working closely with teams such as Legal, Engineering, Sales, and Customer Support to refine and improve control design
Drive the implementation of security assurance strategies, including ownership of internal and external assurance resources and improvements to Intercom’s security assurance materials
Maintain and manage the enterprise security risk register, partnering with senior leaders to identify, assess, and reduce security risks
Improve operational efficiency through process improvements, technical solutions, and automation where possible
What skills do I need?
Experience building collaborative relationships with a diverse range of stakeholders, including executive leadership, management, Legal, Privacy, Engineering, and external auditors
Experience with cloud security practices, including tooling, strategy, and methodology; experience with AWS security is preferred
Knowledge of information security technologies, compliance and regulatory requirements, information governance, and privacy best practices
Knowledge of common information security management frameworks, such as ISO/IEC 27001, SOC 2, and HIPAA, as well as NIST frameworks including 800-53 and the NIST Cybersecurity Framework
Demonstrates a high level of personal integrity, with the ability to handle confidential information professionally and exercise sound judgment and maturity
Demonstrates the ability to scope, plan, and delegate work effectively
Demonstrates strong cross-functional communication skills, both written and verbal
Demonstrates a high degree of autonomy and ownership in their approach to work
Bonus skills & attributes
Experience working in customer-facing SaaS product environments
Experience in a scale-up or similarly fast-paced organisation
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.
