Engineering Manager - AI Helpdesk

intercom

Dublin, Ireland · Dublin · Ireland

Posted Aug 15, 2023

Other
Hybrid
Engineering

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Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

Fin is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our Helpdesk brings together the tools modern support teams need to deliver fast, effective service: an omnichannel inbox, AI-powered ticketing, real-time assistance from Copilot, automation, and Fin AI Agent. We are building a single system where human and AI agents can work together seamlessly, with the context and intelligence to resolve increasingly complex customer issues.

What’s the opportunity?

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.

This role sits in a high-impact product organisation where the product vision and technical direction are continuing to evolve. You’ll lead an engineering team working closely with Product, Design, Customer Support, and AI/ML partners to turn customer and operational problems into simple, powerful product experiences.

What will I be doing?

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.

What are we looking for?

The most important thing is that you are an exceptional people leader who is personally action-oriented. We don’t want managers who are distant from the product, and we don’t want hands-on operators who neglect the leadership craft. You build strong teams and get involved directly when the situation requires it.

Beyond that, you bring:

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.

Why Fin?

Fin is helping define the AI era of customer service. The Helpdesk is at the centre of that opportunity: a product used by support teams every day, now being reimagined around AI, automation, rich context, and seamless collaboration between people and machines.

You’ll have the scale, customers, and resources of an established company, alongside genuine opportunity to shape product direction, team culture, and how engineering works in an AI-first environment.

#LI-Hybrid

At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements.

Learn more about working at Fin and the benefits we offer at fin.ai/careers.

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.