Intercom’s Engineering Principle: Shaping Solutions for Maximum Customer Value

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Intercom’s Engineering Principle: Shaping Solutions for Maximum Customer Value

Importance of Engineering Principles at Intercom

Intercom believes that clear guiding principles are essential for building products and keeping teams aligned. The engineering principle 'shape the solution' is crucial in delivering better customer value and fostering a team of engaged and motivated individuals.

Involvement of Engineers from the Outset

Unlike many companies where product development is based on negotiation, Intercom engineers are actively engaged from the beginning. They play a vital role in shaping solutions, caring about outcomes, and understanding how collaboration contributes to building great products.

Engineers as Problem Solvers

Great engineers at Intercom aim to deliver impact and value by addressing customer problems. They actively participate in making informed trade-offs, ensuring meaningful value is delivered in a cost-efficient manner. Engineers communicate the costs and push back against misaligned features to optimize outcomes.

Empowering Collaboration for Success

Shaping the solution means engineers don’t work in isolation. They collaborate with Product and Design teams to share perspectives and create well-rounded solutions. This collaborative approach leads to better products, effective dynamics, and a culture of ownership and accountability.

Taking Ownership and Driving Innovation

Allowing engineers the freedom to take ownership of solutions and see them through fosters a positive work environment. Engineers actively engage with customers' problems, make informed decisions, and balance value with effort. This approach encourages growth, learning, and innovative solutions at Intercom.

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