# Principal Engineer, Fin AI Agent **Company**: Intercom **Location**: Berlin, Germany **Work arrangement**: onsite **Experience**: senior **Job type**: full-time **Category**: Engineering **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/intercom/jobs/7725837?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_ccce7028-9df ## Description Job Title: Principal Engineer, Fin AI Agent Location: Berlin, Germany Department: AI Group We are seeking a highly experienced Principal Engineer to join our AI Group in Berlin. As a Principal Engineer, you will play a key role in shaping the technical direction of our AI-powered customer service solutions. About Fin: Fin is our AI agent that resolves over 1 million customer conversations every week. It's the #1 AI agent for customer service, and we're just getting started. 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. As a Principal Engineer, you will partner at the strategic pillar level, having broad context across work streams and using that to inform technical strategy and investment priorities. You will 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. Key Responsibilities: - 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, 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, your hands-on work informing the architecture. - 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. Requirements: - 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, 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. - At least 10+ years of experience, with significant time as a technical leader driving complex projects across multiple teams and stakeholders. - Stack agnostic, being able to learn, build, and operate effectively with tools like Claude Code. 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. A rare pivot that actually worked. Intercom has been building for 15 years, deep product, massive customer base, strong revenue. But unlike most legacy SaaS companies, we made a successful pivot to AI. While most of SaaS trends down, Intercom trends up. We recently raised $250M to go even further even faster. AI-first engineering culture. Every engineer gets Claude Code with unlimited Opus 4.6 tokens and 1M context. We're investing heavily in the platform capabilities,MCP servers, skills, shared tooling,that make AI-assisted development genuinely transformative. You'll be at the sharp edge of figuring out what this means for how teams work. The sweet spot. Big enough to have real resources, customers, and revenue. Small enough that you have genuine agency. Bold enough to make decisions that most companies of this size wouldn't. ## Skills ### Required - Ruby on Rails - React - AWS - Claude Code - Opus 4.6 - MCP servers - skills - shared tooling --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/7725837?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)