Principal Engineer, Fin AI Agent

What's the opportunity?

Fin is the #1 AI agent for customer service, resolving over 1 million customer conversations every week. We're on the cutting edge of defining how AI agents should work, inventing paradigms that didn't exist six months ago and discovering entirely new problem spaces every time we push the technology further.

What will you do?

• Partner at the strategic pillar level, having broad context across work streams and using that to inform technical strategy and investment priorities.
• Spin up 0-to-1 work streams, bringing together engineers who've never worked as a team, disambiguating the problem space, building momentum under aggressive timelines, setting high expectations, and driving execution.
• Execute on the most ambiguous, highest-stakes problems, being hands-on and writing code, shipping features, and being deep in the weeds.
• Lead experimental work at the AI frontier, running your own A/B tests, doing prompt engineering, building evals, and calibrating accuracy, cost, and latency for LLM-powered features.
• Shape long-term technical strategy through execution, informing the architecture and thinking about what needs to change about how we build products – data models, system design, the shift from GUI-first to agent-first interfaces.
• Work across the full stack in an AI-first development environment, pushing the boundaries of what's possible with AI-assisted development and helping shape how the entire engineering org works.
• Raise the bar for the people around you, giving direct, actionable feedback that changes outcomes.

What are we looking for?

• Engineering depth and product thinking, combining deep engineering ability with strong product and design instincts.
• Operated at real scale and has builder energy, having spent time at companies operating at significant scale and having startup DNA.
• AI fluency, actively experimenting with AI-assisted development, pushing the boundaries of what's possible, and forming opinions about how it changes the way teams build software.
• Deep technical depth with breadth, being able to go deep into the weeds on at least one technical domain and navigating complex multi-team systems with ease.
• Communication as a superpower, being able to explain to leadership why a technical investment matters, align multiple teams around a complex project, and then walk an engineer through the gnarly implementation details.
• Extreme autonomy, partnering with the Engineering Director on where you think the pillar needs to go next and identifying problems, forming convictions, and acting on them.
• Critical thinking about the business, understanding what Intercom is optimizing for and translating that into technical decisions.

Why Intercom, why now?

Fin is #1, and the race is heating up. We built the leading AI agent for customer service, but fast-moving AI-native startups are coming for this space. This is one of the most consequential competitive moments in tech history, and the engineering decisions made in the next 12 months will determine who wins.