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.
As a Senior Engineer in Dublin / London, you’ll be a trusted technical advisor to our customers, helping them integrate, deploy, and maximize the value of Fin and our AI Agent. You’ll work closely with Customer Success Managers, Sales Engineers, and R&D teams to provide strategic guidance, technical expertise, and hands-on support for API integrations, security reviews, and AI-driven automation strategies.
This role is ideal for someone who is deeply technical, customer-focussed, and excited about AI-powered customer service. You'll help businesses unlock the full potential of Fin, ensuring seamless implementation and long-term success.
What Will I Be Doing?- Assist customers in optimizing Fin, ensuring successful deployments and effective usage.
- Advise on integrations, helping customers connect Fin with their existing tech stack via APIs, webhooks, and automation workflows.
- Lead technical discovery sessions, assess customer requirements and design scalable solutions.
- Solve complex technical challenges, working cross-functionally with Customer Success, Sales Engineering, and R&D teams.
- Provide technical enablement, educating customers on best practices for AI-driven automation and conversational AI.
- Develop a technical point of view to demonstrate Fin’s impact on customer support operations.
- Support security reviews and RFPs, while assisting with compliance with enterprise architecture best practices.
- Advocate for customers internally, providing feedback to Product and Engineering to enhance Fin’s capabilities.
- Develop technical content, including documentation, integration guides, and knowledge-sharing resources.
- 6+ years of experience in a Solutions Architect, Technical Consultant, or similar role at a SaaS company.
- Strong technical expertise in APIs, integrations, and automation frameworks.
- Proficiency in REST APIs, JavaScript, HTML and CSS.
- Deep understanding of AI-driven automation, LLMs, and customer support technologies.
- Experience with security reviews, compliance requirements, and enterprise IT environments.
- Excellent communicator, able to convey complex topics to both engineers and non-technical audiences at varying levels of detail and complexity.
- A problem-solver who thrives in fast-paced environments and can manage multiple projects.
- Passionate about customer success, with a track record of helping businesses adopt and scale new technologies.
- Experience with Fin or similar customer support platforms is a plus.
We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- 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 - we reward great work!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- 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, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
#LI-RH1
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.
Skills Required
- 6+ years of experience in a Solutions Architect, Technical Consultant, or similar role at a SaaS company
- Strong technical expertise in APIs, integrations, and automation frameworks
- Proficiency in REST APIs, JavaScript, HTML and CSS
- Deep understanding of AI-driven automation, LLMs, and customer support technologies
- Experience with security reviews, compliance requirements, and enterprise IT environments
- Excellent communicator, able to convey complex topics to both engineers and non-technical audiences
- A problem-solver who thrives in fast-paced environments and can manage multiple projects
- Passionate about customer success, with a track record of helping businesses adopt and scale new technologies
- Experience with Intercom or similar customer support platforms
Intercom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Intercom and has not been reviewed or approved by Intercom.
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Parental & Family Support — Parental leave includes up to 26 weeks fully paid for birthing parents and 6–8 weeks for non-birthing parents as a highlighted benefit. Family support is emphasized alongside flexible time off.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is offered for employees and dependents, with EAP/mental-health support and income protection. Company-paid life insurance up to 4x salary is also included.
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Fair & Transparent Compensation — Compensation is positioned as market-rate by role, level, and location, with a formulaic approach described in public pay materials. Market-visible salary bands reinforce clarity around typical ranges.
Intercom Insights
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal. Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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