Working remotely in and of itself is challenging, but growing and moving a remote team into an office brings its own challenges. What’s...

Six years ago, Intercom invented business messaging – helping internet businesses interact with their customers in a personal, scalable...

As a student of engineering you’re incentivized to write a lot and to read a lot. You’re expected to solve many well understood,...

The offer email I received from Intercom ended with the line “Join us to do the best job of your career”. My first thought was that it’s...

A couple of weeks ago myself and some of my team sat down to talk about how we could attract some of the best people around to join our...

Onboarding new employees is a hard process to do well. You might think of onboarding as something you just have to check off your list,...

A few years ago I came out of a meeting with my product manager where we talked about the next feature we should build. At the time there...

That’s right, would you offer yourself a job at your company? It’s a question every interviewer should ask themselves. No, this isn’t...

Strategy and planning are the heart of great leadership and management. Why? Because a goal without a plan is just a well intentioned...

What does it mean to be challenged? I’ve found the greatest satisfaction in life comes from times I’ve pushed myself to try something...

A lot of people are surprised when I tell them that I had imposter syndrome at Intercom. I’d spent the previous 7 years at Google and...

At Intercom, we have a few values that underpin our engineering culture – moving fast but optimizing for the long term; doing less but...

Our minds are always busy. We’re reading emails, collaborating in meetings, writing code, sketching ideas, talking to our customers or...

An internship represents your first steps from the world of college to the world of work, but we often don’t appreciate just how...

There was a stage a few years ago when our Intercom product featured roughly 50 shades of blue. Some of them were intentionally...

How do you find the space to take on high-risk, high-reward projects, especially when it involves a system the whole company relies on?...

Process is important for any startup. But process is a means to an end. It’s never the end product. I see lots of talented people get...

Recently, a customer asked me a deceptively tricky question at the end of a support conversation. It wasn’t anything about a complex API...

We had an offsite a couple of weeks ago where we reached a counterintuitive conclusion: product teams work best without a single leader....

In some of my previous workplaces, it was quite common among engineers to hear that the company was growing too fast. You may be familiar...