How we scaled engineering enablement and infrastructure at Intercom

At Intercom, we learned the hard way that simply picking a few “core” technologies isn’t enough to build on.

Without a clearly defined strategy for understanding these core technologies, guiding their use, and investing in the teams behind them, they can become a persistent source of friction that impacts both engineers and customers, leading to operational incidents.

“If you’ve ever struggled with scaling foundational tech, this will give you the framework and momentum you need to turn chaos into something you can actually build on”

In this talk, I walk through how we went from a patchwork of legacy systems and recurring incidents to a place where our infrastructure is stable, our product teams run faster, and the business moves more confidently.

You’ll also discover how we defined a core technology team, the steps we took to learn and standardize our tooling, and the approaches we used to hire and grow the engineers who own it all.

If you’ve ever struggled with scaling foundational tech, this will give you the framework and momentum you need to turn chaos into something you can actually build on.