Senior Engineering Manager, Fin AI Agent

Overview

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become the Intercom Customer Service Suite, providing AI enhanced support for more complex or high-touch queries that require a human agent. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses. We push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What\'s the opportunity?

Fin is the #1 AI agent for customer service. It resolves over 1M customer conversations every week, and we\'re just getting started. We\'re inventing paradigms that didn\'t exist six months ago and discovering entirely new problem spaces every time we push the technology further.

This role sits within the Service Agent pillar: 12 teams and growing, building every capability that makes Fin work. You\'ll own 1-2 of the most strategically significant work streams in the pillar. These aren\'t static teams with stable roadmaps. We re-evaluate priorities at the pillar level constantly, spinning up and down work streams and dynamic teams to solve whatever matters most right now. The teams you lead six months in may look nothing like the ones you start with. You need to be okay with that.

The competitive landscape is intense. Fast-moving AI-native startups are shipping aggressively and going after the same deals we are. We need someone who thrives under that pressure and can maintain high standards while moving at startup speed.

Responsibilities

• Own strategically significant work streams end-to-end. Be accountable for outcomes, not just delivery cadence or team health, but whether the work actually moved the needle.
• Be on the front line: deeply understand the product, the problem, and the context. Sometimes write code yourself; sometimes perform analysis, drive cross-functional collaboration, or enable someone on your team who is stuck. Lead from the front.
• Spin up new work streams around emerging priorities. Bring engineers together who have not previously worked as a team, set high expectations, build momentum under aggressive timelines, and drive execution. Be ready for the shape of teams to change over time.
• Develop senior engineers into leaders. Accelerate staff and senior engineers, provide direct, actionable feedback, and grow leadership capacity around you.
• Partner with the Engineering Director on pillar-level strategy. Bring opinions about investment, prioritization, and defunding, supported by field insights.
• Operate in an AI-first engineering culture. Leverage Claude Code with unlimited tokens and the MCP ecosystem to push the boundaries of AI-assisted development.

What are we looking for?

• Exceptional people leadership AND personal action-orientation. You build high-performing teams and get personally involved to drive outcomes when it matters.
• Product-minded, not process-minded. You understand what you\'re building and why, challenge product direction, and make calls about what work matters most.
• Operated at real scale with startup energy. Experience at significant scale with distributed systems and a bias toward action.
• AI fluency. Actively experimenting with AI-assisted development and shaping how teams adopt new ways of working.
• Technically credible. Able to review architecture proposals, identify over- or under-investment, and earn engineers\' respect for technical judgment.
• Communication. Explain investment needs to leadership, align stakeholders on complex projects, manage tough performance conversations, and unblock difficult problems.
• Extreme autonomy. Partner with the Engineering Director on pillar direction; be proactive and decisive.
• Critical thinking about the business. Understand Intercom\'s optimization goals and translate them into team-level 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. The engineering decisions made in the next 12 months will determine who wins.

Intercom has been building for 15 years: deep product, massive customer base, strong revenue. We pivoted to AI and recently raised $250M to go even further, faster. Every employee gets Claude Code with unlimited Opus 4.6 tokens and 1M context, and we are investing in platform capabilities (MCP servers, skills, shared tooling) to make AI-assisted development transformative. You\'ll be at the sharp edge of figuring out what this means for how teams work.

Big enough to have real resources, customers, and revenue. Small enough to have genuine agency. Bold enough to make decisions that many companies of this size wouldn\'t. You come to Intercom if you want the impact of a startup with the backing of a company that\'s been winning for 15 years.

Benefits

• Competitive salary, annual bonus and equity
• Regular compensation reviews - we reward great work!
• 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

Policies

Intercom has a hybrid working policy. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture. We avoid divisive topics to foster a safe and cohesive work environment. Our policy is to not advocate on behalf of the company or our employees on any social or political topics in internal or external communications. We respect personal opinion and expression on personal platforms and times, and do not challenge or confront anyone for views on non-work topics. We focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to Equal Employment Opportunity. Intercom will not discriminate on basis of race, color, religion, creed, national origin, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other protected basis under federal, state, or local law.