Senior Engineering Manager, Fin AI Agent

Job Opportunity

Fin is the #1 AI agent for customer service, resolving over 1 million customer conversations every week. We're looking for a Senior Engineering Manager to lead our Service Agent pillar, responsible for building every capability that makes Fin work.

What You'll Do

• Own strategically significant work streams end-to-end, accountable for outcomes, not just delivery cadence or team health.
• Lead from the front, deeply understanding the product, the problem, and the context, sometimes writing code yourself.
• Develop senior engineers into leaders, accelerating their growth and giving direct, actionable feedback.
• Partner with the Engineering Director on pillar-level strategy, identifying problems, forming convictions, and acting on them.

What We're Looking For

• Exceptional people leader and personally action-oriented, not one or the other.
• Product-minded, not process-minded, understanding what you're building and why.
• Operated at real scale with startup energy, having urgency, resourcefulness, and a bias toward action over discussion.
• AI fluency, actively experimenting with AI-assisted development and forming opinions about how it changes the way teams build software.
• Technically credible, able to hold your own and review an architecture proposal.
• Communication, able to explain complex projects to leadership and have difficult performance conversations.

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.
• Intercom has been building for 15 years, deep product, massive customer base, strong revenue, and recently raised $250M to go even further even faster.
• Every employee gets Claude Code with unlimited Opus 4.6 tokens and 1M context, investing heavily in platform capabilities that make AI-assisted development genuinely transformative.

Benefits

• Competitive salary, annual bonus, and equity
• Regular compensation reviews
• Generous paid time off above statutory minimum
• Hybrid working
• MacBooks are our standard, but we also offer Windows for certain roles when needed
• Fun events for employees, friends, and family

#LI-Hybrid