Intercom is hiring a Senior Senior LLM Engineer — customer support AI on the Fin AI team (Hybrid · Dublin, Ireland). This is a hands-on role in LLM & generative AI—not a generic “AI enthusiast” post.
You will own LLM features, retrieval, agents, and evaluation end to end: problem framing, offline evaluation, safe rollout, and iteration from production signals. Success is measured with clear metrics (quality, latency, cost, or business KPIs)—not slide decks alone.
**Intercom** builds **AI-first customer service** — **Fin** AI agent and messenger — from **Dublin**, serving thousands of SaaS companies globally.
Senior LLM Engineer (hybrid Dublin): **support resolution**, **RAG over help centers**, and **tool use** with resolution-rate and CSAT metrics.
About Intercom
- Irish unicorn HQ on St Stephen's Green, Dublin.
- Fin AI agent is a flagship product with strict quality bars.
- Hybrid culture with EU and US customer base.
What you will do
- Improve retrieval and reranking for customer knowledge bases.
- Build evals for answer faithfulness and escalation triggers.
- Integrate agents with CRM, billing, and ticketing APIs.
Stack & environment
- Python, LangChain, PyTorch, AWS.
- Hybrid Dublin 2.
What we look for
- Production LLM/RAG for customer support or SaaS.
- Eligible to work in Ireland.