Engineering

When you encounter a problem, you have two choices – figure it out for yourself, or ask for help. Both have benefits, and drawbacks. Follow the 15-minute rule to strike a balance between the two.

Product engineers are experts at identifying, understanding and solving problems. But not all problems are solved in the code editor.

Alert fatigue is a common problem among engineering teams. Ask these eight questions to develop a more sustainable alerting strategy.

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.