About Intercom:
At Intercom, we are building the leading AI for customer service. As we continue to push the boundaries of what’s possible, we are looking for a Machine Learning Researcher to join our innovative team and lead impactful research that shapes the future of AI in customer service.
What's the opportunity?
As a Machine Learning Researcher at Intercom, you will conduct cutting-edge research and develop AI models that enhance our customer service AI. You will contribute to both product innovation and the wider AI research community.
What will I be doing?
- Conduct advanced research in LLMs, deep learning, reinforcement learning and other AI areas relevant to customer service and communication.
- Write scientific papers and contribute to top-tier conferences and journals, enhancing Intercom's position in the AI research community.
- Identify and explore emerging research areas, developing long-term strategies to expand the impact of AI in customer service.
- Lead and contribute to the design, implementation, and evaluation of machine learning models and algorithms that improve our products.
- Collaborate with external researchers, universities, and technical institutes to explore new AI technologies.
- Collaborate with cross-functional teams to integrate new AI research into the Intercom platform, impacting millions of users.
- Mentor and influence other researchers, shaping research agendas and helping drive innovation.
Potential Projects
- Replicate the work of Deepseek r1-zero to attempt to use reinforcement learning to train models for better instruction following
- Follow and build on the work of Anthropic on Scaling Monosemanticity to attempt to learn how to steer and control models
- Follow and build on the work of the Llama3 paper to investigate training new Capabilities into existing open source models
- Experiment with altering model personality in a way that could be useful in Customer Support
- Investigate fine-tuning smaller models with SFT to use for specific use cases
- Create benchmarks for agents that need to take actions reliably
- Evaluate building systems that use computer-use models to drive web browsers and integrate with legacy business systems
What skills do I need?
- PhD degree in Computer Science, Machine Learning, Artificial Intelligence, or a related field, or equivalent practical experience.
- At least 3 years of experience leading research agendas in academia or industry.
- A proven track record of writing scientific publications submitted to conferences, journals, or public repositories
- Expertise in key ML areas such as reinforcement learning, unsupervised learning, deep learning, and NLP.
- Proficiency in coding, with experience in Python, TensorFlow, or PyTorch for implementing machine learning models.
Bonus skills & attributes
- Experience with the full research lifecycle: from designing experiments and prototypes to evaluating models and deploying solutions.
- Experience leading research efforts and influencing other researchers to drive innovation and collaboration.
- Strong familiarity with AI techniques such as reinforcement learning, unsupervised learning, and generative models.
- Ability to communicate complex ideas clearly, both in written publications and presentations, to a wide audience, including researchers, engineers, and product teams.
- Hands-on coding experience in machine learning, with a focus on deep learning or NLP.
Why Intercom?
- Work on high-impact projects in a rapidly growing field of AI, where your work will directly impact millions of businesses and their customers.
- Join a talented and diverse team passionate about using AI to solve real-world problems.
- Thrive in a flexible, collaborative, and innovative environment where you’ll have the autonomy to pursue new ideas and research.
- Competitive salary, equity, and benefits, along with opportunities for professional growth and development
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!
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Competitive salary and equity in a fast-growing start-up
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We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
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Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
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Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
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Flexible paid time off policy
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Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
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If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
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MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
