Engineering

Principles are a way of encoding successes, helping to repeat behaviors that led to positive outcomes and avoid behaviors that led to mistakes. Here are the principles we use at Intercom to build product.

Scaling a company is never a linear process. As your startup becomes a scale-up, teams will encounter obstacles that require them to quickly adapt to new demands. That’s where we found our Data Infrastructure team at the end of 2020.

Here at Intercom, we believe in shipping as quickly as possible. But you can’t just ship fast, you have to ship safe. Here are our tips for enabling product engineers to safely learn from the production environment.

When you’re part of a team, you adopt the goals, objectives, and priorities of that team. As a principal engineer, you can effectively be operating as a team of one – and that makes it a little trickier to manage your time. 

There’s plenty of advice out there on writing a good incident report, but very little of it tells you how to facilitate that critical meeting to assess and discuss the report. We revisited our incident review process to make sure we were taking every opportunity to learn.

How does a rapidly scaling company manage the core technologies it relies on? This is the story of how we developed and evolved a dedicated core technologies team at Intercom.

Thinking about how we build is as important as thinking deeply about what we build. We’ve developed the High-Performing Teams framework to continuously improve the way our R&D teams work.

As your company grows, so do your infrastructure costs. How can you maximize your returns while scaling your infrastructure to meet demand?