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 are looking for a Senior Salesforce DevOps & Systems Engineer to join our team. In this role, you’ll be responsible for strengthening how we build, test, and deploy Salesforce systems at scale. You’ll work closely with engineers, admins, and stakeholders to improve reliability, automation, and quality across our Salesforce platform, while helping drive transformational change in how we deliver software at Intercom.
What will I be doing?
- Design, implement, and maintain scalable DevOps pipelines for Salesforce using tools like GitHub and Gearset.
- Own and evolve automated testing strategies, including robotic and end-to-end testing, to ensure system reliability and confidence in releases.
- Advise on and help execute transformational improvements to CI/CD, testing, and release management processes.
- Actively participate in maintaining a strong culture of quality, automation, and operational excellence.
- Execute DevOps and testing initiatives from inception through to production rollout.
- Create observability and reporting around deployments, test coverage, and system health.
- Ensure the ongoing stability, performance, and security of Salesforce environments.
What skills do I need?
- Rapid development and automation using AI-assisted tools.
- Proven experience implementing Salesforce DevOps practices, including CI/CD, version control, and environment management.
- Strong hands-on experience with Gearset and GitHub for Salesforce deployments and release orchestration.
- Experience designing and maintaining automated testing frameworks, including robotic and end-to-end testing.
- Solid understanding of Salesforce development and metadata (Apex, declarative tooling, packaging, and deployment models).
- Comfortable finding, investigating, and solving large, vague operational and quality problems.
- Comfortable communicating with stakeholders to align on release strategy, risk, and quality standards.
- Familiarity with observability, monitoring, and release analytics for Salesforce systems.
- Experience with Stripe, NetSuite, Snowflake, DBT
- Experience building testing processes spanning multiple quote-to-cash systems and testing frameworks
Bonus skills & attributes
- Experience with performance, load, or regression testing at scale.
- Development or automation experience outside Salesforce (e.g. scripting or backend development).
- Salesforce certifications related to Platform, DevOps, or Architecture (or equivalent experience).
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.
