Principal Engineer, Fin AI Agent

We're looking for a Principal Engineer to join our AI Group in Berlin. As a Principal Engineer, you will be responsible for leading the development of our Fin AI agent, which is the #1 AI agent for customer service. You will partner at the strategic pillar level, having broad context across work streams and using that to inform technical strategy and investment priorities.

Your responsibilities will include:

• Partnering at the strategic pillar level to inform technical strategy and investment priorities
• Spinning 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
• Executing on the most ambiguous, highest-stakes problems, writing code, shipping features, and being deep in the weeds
• Leading 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
• Shaping long-term technical strategy through execution, building 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
• Working 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
• Raising the bar for the people around you, giving direct, actionable feedback that changes outcomes

We're looking for someone with:

• Engineering depth and product thinking, combining deep engineering ability with strong product and design instincts
• Experience operating at real scale and having builder energy, with a bias toward building over discussing
• AI fluency, actively experimenting with AI-assisted development and pushing the boundaries of what's possible
• Deep technical depth with breadth, navigating complex multi-team systems with ease
• Communication as a superpower, explaining to leadership why a technical investment matters, aligning multiple teams around a complex project, and walking an engineer through the gnarly implementation details
• Extreme autonomy, partnering with the Engineering Director on where you think the pillar needs to go next
• Critical thinking about the business, understanding what Intercom is optimizing for and translating that into technical decisions
• At least 10+ years of experience, with significant time as a technical leader driving complex projects across multiple teams and stakeholders
• Stack agnostic, with experience working with Ruby on Rails, React, and AWS, and being fluent with AI-assisted development tools like Claude Code

If you're looking for a challenging role that will push you to grow and develop as an engineer, and you're passionate about AI and customer service, we'd love to hear from you!