Why This Job is Featured on The SaaS Jobs
Intercom’s Director of Technical Recruiting sits at a pivotal point in a mature SaaS organisation where product development and AI capability are central to competitive advantage. The remit spans Machine Learning, Engineering, Product, and Research & Design, signalling a role embedded in the heart of how a SaaS platform evolves—where hiring decisions directly shape roadmap execution and technical direction.
For a SaaS recruiting leader, this position builds durable expertise in operating at scale: translating multi-quarter org plans into repeatable talent strategies, using funnel metrics to manage risk, and advising senior stakeholders on market constraints in highly contested technical domains. The emphasis on reducing low-leverage coordination work also points to a modern SaaS recruiting operating model—one that prioritises systems, calibration, and decision quality over volume alone.
This role best matches someone who prefers strategic partnership over transactional delivery, and who is comfortable leading experienced recruiters while influencing executive and technical leadership. It will suit a professional who enjoys working with data, navigating ambiguity in evolving R&D priorities, and staying close to shifts in ML and engineering labour markets that affect SaaS product teams.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
What's the opportunity?
Intercom is taking big swings to reshape the customer service industry through our cutting edge, AI-powered platform. To help us achieve our mission, we are seeking a strategic and experienced Director of Technical Recruiting to lead and scale our efforts in attracting top technical talent across Machine Learning, Engineering, Product, Research & Design teams. In this role, you will partner closely with senior leadership across the R&D organization, guiding a team of recruiters to execute on aggressive hiring goals that will shape the future of Intercom’s technology and innovation.
You will also be a key member of the People Leadership team, driving and collaborating on strategic initiatives to help shape the future of Intercom.
What will I be doing?
Strategic Talent Leadership
- Partner with R&D leadership to align recruiting with business goals and long term org plans
- Translate current and future hiring needs into clear, scalable recruiting strategies for AI and core engineering
- Provide regular insights and updates on pipeline health, risks, metrics, and progress toward hiring plans
Build and Lead a High Performing Team
- Lead and develop a team of technical recruiting managers and recruiters
- Set high standards, provide mentorship, and elevate the team’s capability to hire exceptional talent across multiple technical domains
- Foster a culture of accountability, collaboration, and continuous improvement
Strategic Talent Partnership
- Reduce low leverage operational work and increase strategic partnership with R&D leaders
- Ensure recruiters act as trusted advisors who understand team priorities, talent gaps, and long term growth needs
- Introduce scalable processes that allow the team to focus less on coordination and more on high value talent work
- Raise the bar on the quality of candidate assessment, stakeholder alignment, and hiring decision making
Market and Talent Insights
- Stay ahead of trends in R&D and machine learning markets
- Advise leaders on talent availability, competitive pressures, and compensation expectations
- Use data and external signals to shape hiring plans and influence decision making
Employer Brand and Talent Attraction
- Highlight Intercom’s R&D culture, AI innovation, and technical challenges
- Enable the team to attract top talent through storytelling, events, outreach, and strong representation of the Intercom brand
What skills do I need?
• 8+ years of technical recruiting experience in a scaling software or technology environment
• 5+ years leading and developing senior recruiting talent, with exceptionally high standards
• Strong experience using recruiting data, metrics, and analytics to drive decisions
• Deep understanding of machine learning and engineering talent markets with a proven track record hiring in highly competitive environments
• Ability to influence and communicate effectively across technical and executive stakeholders
• Demonstrated experience building trust and partnering closely with senior leadership
• Creative problem solving, strong organisational skills, and comfort navigating ambiguity
• Passion for Intercom, understanding of our product, and excitement for our mission and growth
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.
