About Us
Intercom is a SaaS company that builds customer communications software for businesses that want to support, engage, and sell to customers through modern messaging. Its products are designed to help companies manage customer conversations across the lifecycle, from onboarding and product questions to troubleshooting and account support. In practice, Intercom aims to reduce the friction that comes with handling large volumes of enquiries by combining a shared inbox, automation, and help content so teams can respond consistently and at scale.
The platform is used by internet and software businesses that have ongoing relationships with customers, particularly companies that deliver their product online and need reliable, trackable ways to communicate with users. That includes organisations with support teams, customer success functions, and sales or account teams who need context about the customer and a clear view of previous interactions. Because Intercom sits close to the end user, it is typically adopted by companies that care about customer experience and want to connect product usage with service and support outcomes.
Within the SaaS ecosystem, Intercom operates in the customer support and customer engagement space, overlapping with help desk software, live chat, knowledge bases, and automation tools. It often integrates with other systems such as CRMs, product analytics, and ticketing or incident workflows, which means the product has to work well in a wider stack and handle complex data and privacy requirements. For job seekers, that positioning usually translates into a mix of product depth and operational reliability, with an emphasis on building software that is used daily by customer facing teams.
People who thrive at Intercom are likely to enjoy working on products where usability, communication, and trust matter. Engineering roles may involve building scalable messaging and workflow systems, maintaining high availability, and supporting integrations and APIs. Product, design, and research roles tend to focus on making complex support and automation capabilities feel straightforward for busy teams. There is also likely to be strong demand for skills in go to market execution, including sales, solutions engineering, customer success, and support, since adoption often depends on helping customers implement the product effectively and measure impact.
For candidates considering Intercom, the appeal is often the chance to work on a well known product in a competitive category where expectations are high and the user base is demanding. The work is closely tied to how businesses treat their customers, so teams are likely to care about quality, clarity, and continuous improvement. If you like building tools that sit at the centre of day to day operations for other companies, and you are comfortable balancing product craft with the realities of scale and enterprise needs, Intercom is the kind of environment where that mindset can fit well.