Senior Engineering Manager, Fin AI Agent

📋 Description

• • As a Senior Engineering Manager for Fin AI Agent at Intercom, you will lead strategically significant work streams within the Service Agent pillar, owning end-to-end outcomes that directly impact the performance and evolution of Intercom’s leading AI customer service agent, Fin, which resolves over 1M customer conversations weekly.
• • Your day-to-day responsibilities include driving execution of dynamic work streams, setting high expectations for newly formed teams, developing senior engineers into leaders through direct, actionable feedback, partnering with the Engineering Director on pillar-level strategy, and maintaining technical credibility by reviewing architectures and unblocking complex problems — all while actively using and promoting AI-assisted development via Claude Code and MCP servers.
• • You will join Intercom’s Service Agent pillar, a growing organization of 12+ teams building the capabilities that power Fin, operating in an AI-first engineering culture where autonomy, product-mindedness, and startup-speed execution are paramount, backed by Intercom’s 15-year legacy, $250M in recent funding, and a mission to redefine customer service through AI.
• • In this role, you will accelerate the leadership capacity of senior engineers, shape high-impact product decisions through deep technical and business judgment, drive outcomes in a competitive AI landscape, and gain firsthand experience shaping the future of AI-assisted software development at scale — all while working in a hybrid environment that balances collaboration and flexibility.