Technical Support Specialist

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.

We’re looking for an experienced, curious, and collaborative Technical Support Specialist who can hit the ground running with minimal direction and help shape the future of our Support organization.

This is not your typical support role. As a Technical Support Specialist, you'll own complex technical queries, act as a trusted advisor to both customers and internal teams, and help drive improvements in product, processes, and peer development. You’ll be a change agent on the team solving high-impact problems, supporting cross-functional partners, and driving high-impact, AI-informed solutions.

If you're the kind of person who thrives in fast-paced environments, loves solving puzzles, and you're sharing feedback, spotting gaps, and constantly looking for better ways to serve our customers, this is the role for you!

This role is a chance to deepen your technical skills, expand your influence, and help shape a fast-moving team that's redefining what great support looks like. You won’t just be answering tickets — you’ll be helping build the future of how we support customers.

• Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too.
• Experience in chat, email, and/or video-based customer support.
• Display strong communication skills—able to break down complex topics for non-technical users.
• Provide a consultative approach to customer interactions, proactively identifying ways to help users succeed.
• Ability to support 60-70 customers per week, providing efficient and meaningful support.
• Take ownership of complex customer questions across our suite of products — from first contact to final resolution.
• Confidently diagnose, reproduce, and troubleshoot technical issues (APIs, webhooks, SDKs, and more).
• Navigate ambiguity using structured thinking, creativity, and a strong product mindset.
• Act as a mentor providing feedback, initiating upskilling, and modeling best practices.
• Coach peers through tough tickets while flagging trends that impact Support.
• Share insights and improvements to help evolve how our team supports customers and collaborates internally.

• Technical Support Experience. You’ve spent 3–5 years in customer support
  , with 1–2 years in SaaS, B2B, or complex product environments
  . You know what good support looks like and what it takes to deliver it.
• Technically Fluent. You're confident in navigating APIs, debugging workflows, and digging into systems to get to the root of an issue.
• A Confident Communicator. You explain technical topics in simple, human language and can shift tone based on the situation.
• Self-Directed. You plan your workload based on urgency and impact. You don’t wait for someone to assign you tasks — you find the work that matters and do it.
• Curious + AI-Passionate. You're excited about the role AI plays in customer support and you stay informed on new tools, features, and workflows (specifically our AI Agent Fin).
• A Team Player & Coach. You uplift others through mentorship, thoughtful feedback, and by modeling the behaviors that make a high-performing team.

Bonus points if you have:

• Experience using Intercom, or similar SaaS platforms.
• Experience writing or maintaining self-serve documentation, macros, or AI prompts.
• A…