Senior Engineering Manager, Fin AI Agent

Intercom, Inc.

Job Overview

Location

London, England

Job Type

Full-time

Full Job Description

📋 Description

• Senior Engineering Manager leading strategically significant work streams for Fin, Intercom’s #1 AI agent for customer service, which resolves over 1M customer conversations weekly and is central to the company’s AI-first product strategy.
• Own end-to-end outcomes for 1-2 high-impact work streams within the Service Agent pillar, including setting direction, driving execution, adapting team structures dynamically, and ensuring work moves the needle on business goals—not just delivery cadence.
• Part of Intercom’s Service Agent pillar (12 teams and growing), building the capabilities that power Fin; operates in a fast-paced, AI-native environment where priorities shift constantly and teams are spun up/down based on emerging strategic needs.
• Develop senior engineers into leaders by providing direct, actionable feedback, accelerating growth of staff and senior engineers, and expanding leadership capacity across teams—focusing on impact over basic mentorship.
• Partner with the Engineering Director on pillar-level strategy: identifying investment opportunities, diagnosing gaps, recommending defunding, and translating business objectives into team-level decisions grounded in ground-level insights.
• Operate in an AI-first engineering culture where every engineer has access to Claude Code with unlimited tokens and MCP servers; expected to personally experiment with AI-assisted development and shape team practices to push the boundaries of what’s possible with AI in software engineering.

🎯 Requirements

• Exceptional people leader who is also personally action-oriented—able to build high-performing teams while rolling up sleeves to drive outcomes when needed, balancing leadership depth with hands-on product engagement.
• Product-minded, not process-minded: understands what is being built and why, can challenge product direction, spot strategic gaps, and make calls on what work matters most based on deep product and customer context.
• Proven experience operating at real scale with startup energy: background in large distributed systems production environments, combined with urgency, resourcefulness, and a bias toward action over discussion.
• AI fluency: actively experimenting with AI-assisted development, forming opinions on how it changes team workflows, and pushing teams to adopt new ways of working—this is table stakes for the role.
• Technically credible: able to review architecture proposals, ask the right questions, spot over- or under-investing, and earn engineers’ respect through sound technical judgment—even if not the deepest engineer in the room.
• Outstanding communication skills: can explain investment needs to leadership, align stakeholders on complex projects, navigate difficult performance conversations, and unblock engineers on challenging problems—all in a single day.

🏖️ Benefits

• Competitive salary and equity in a fast-growing startup with strong financial backing, including a recent $250M raise to accelerate AI innovation.
• Free lunch served every weekday, plus snacks and a fully stocked kitchen to support well-being and collaboration.
• Regular compensation reviews that reward great work, ensuring pay stays aligned with performance and market standards.
• Pension scheme with company match up to 4%, plus life assurance and comprehensive health and dental insurance for employees and dependents.
• Flexible paid time off policy, including paid maternity leave and 6 weeks of paid paternity leave to support family time.
• Cycle-to-Work Scheme with secure bike storage for employees who commute by bicycle.
• Standard issue MacBooks, with Windows available for certain roles when required.
• Hybrid working policy: expectation of at least three days per week in the London office to foster connection and culture, while maintaining flexibility for remote work.
• Access to Claude Code with unlimited Opus 4.6 tokens and 1M context, plus investment in MCP servers, skills, and shared tooling to make AI-assisted development transformative.
• Radically open and accepting culture focused on incredible work, core values, and psychological safety—no advocacy on divisive social or political topics in official channels.
• Commitment to Equal Employment Opportunity and non-discrimination on all legally protected bases including race, gender, age, disability, veteran status, sexual orientation, gender identity, and more.

Skills & Technologies

Senior

Hybrid

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Intercom, Inc.

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About Intercom, Inc.

Intercom offers a customer communications platform that combines business messenger, automation, and support tools. Companies use it to acquire, engage, and support customers across websites, mobile apps, email, and social channels. The platform provides live chat, chatbots, product tours, surveys, help centers, and integrated ticketing. Teams collaborate through shared inboxes, routing rules, and performance analytics. APIs and third-party integrations connect the system to CRM, marketing, and data warehouses, enabling personalized messaging based on user attributes and behavior. Founded in 2011, the company serves B2B SaaS, e-commerce, fintech, and marketplace customers worldwide.

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