Core responsibility: How we scaled our core technologies team

The Intercom company scaled its core technologies team by recognizing the need to manage its increasing number of teams that relied on core technologies. The team, initially focused on Elasticsearch, aimed to improve product teams' efficiency and reduce operational complexity. By building a map of the problem space, defining a "gold standard" for Elasticsearch, and automating best practices, the team achieved significant positive impacts on engineering, leading to more investment in the area. As the team matured, it expanded its responsibility to include other core technologies like RDS Aurora, applying similar principles to determine expansion criteria, such as product health being light enough and having multiple experts in each technology. The team's success with these expansions led to a significant scaling runway for Intercom, ultimately prompting a name change from Team Datastores to Team Core Technologies.

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