# 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_f7d491a1-cbe

## 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:

- 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.

We are looking for someone with:

- 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 include:

- 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

- 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

- Cycle-to-Work Scheme with secure bike storage

## Skills

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

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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)