# Engineering Manager - AI Helpdesk

**Company**: Fin
**Location**: Dublin, Ireland
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/5298461?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_136fc0fe-540

## Description

Fin is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

The AI Helpdesk is a major next step in the evolution of Intercom's core product. We are shaping an AI-first Helpdesk that helps support teams work more efficiently, resolve more conversations, and deliver consistently excellent customer experiences.

As the Engineering Manager - AI Helpdesk, you will lead an engineering team building AI-first Helpdesk capabilities. You will partner closely with Product and Design to shape strategy, roadmap, priorities, and customer outcomes. You will work with AI and ML partners where relevant, while keeping the focus on building excellent customer-facing product experiences.

Key responsibilities:

- Lead and grow a high-performing engineering team building AI-first Helpdesk capabilities.

- Set clear goals and create the conditions for the team to deliver valuable, reliable product at a healthy pace.

- Partner closely with Product and Design to shape strategy, roadmap, priorities, and customer outcomes.

- Work with AI and ML partners where relevant, while keeping the focus on building excellent customer-facing product experiences.

- Understand the customer, agent, and business problems behind the roadmap - not just the delivery process.

- Bring technical judgment to architecture, quality, reliability, and long-term product health.

- Remove impediments, create clarity, and help the team make good decisions with increasing autonomy.

- Build an inclusive, collaborative team culture with high standards for ownership, communication, and execution.

- Coach engineers and develop senior engineers into technical and organisational leaders.

- Contribute to the wider AI Helpdesk strategy and help align engineering decisions across adjacent teams.

- Explore how AI-assisted development can improve the team's speed, quality, and effectiveness.

Requirements:

- Experience managing software engineering teams building customer-facing products.

- Strong product engineering instincts and an interest in customer problems, user experience, and measurable outcomes.

- The ability to shape strategy, prioritise effectively, and create clarity in ambiguous environments.

- Enough technical depth to engage credibly in architecture discussions, understand trade-offs, and unblock engineers when things get difficult.

- A track record of delivering complex work predictably while balancing speed, quality, and reliability.

- Experience partnering effectively with Product, Design, Data, Customer Support, and other senior stakeholders.

- A strong record of coaching engineers, developing senior talent, and building healthy, inclusive teams.

- Excellent written and verbal communication skills.

- Curiosity about AI-native products and how AI-assisted engineering is changing the way teams build software.

- A high degree of autonomy, sound judgment, and a bias toward action.

Benefits:

- Competitive salary and equity in a fast-growing start-up

- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

- Regular compensation reviews - we reward great work!

- Pension scheme & match up to 4%

- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

- Flexible paid time off policy

- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

- If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too

- MacBooks are our standard, but we're happy to get you whatever equipment helps you get your job done

## Skills

### Required
- software engineering
- AI
- ML
- product engineering
- customer-facing products
- strategy
- prioritisation
- architecture
- quality
- reliability

### Nice to have
- AI-native products
- AI-assisted engineering

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/5298461?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)