Intercom develops a customer communications platform powered by AI agents that automate and personalize support interactions for digital businesses.
<div class="content-intro"><p><a href="https://fin.ai/">Fin</a> is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.</p> <p>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.</p> <p>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.</p></div><h2><strong>What's the opportunity? </strong></h2> <p>Fin is the AI Customer Agent company, and our platform is what makes shipping that innovation possible. At Fin,<a href="https://www.intercom.com/blog/shipping-is-your-companys-heartbeat/"> shipping is our heartbeat</a>, and product teams shouldn't have to worry about infrastructure—it should “just work.”</p> <p>We are hiring a Senior Engineer for the Infra-Platform team, part of our broader Infraservices Group. Our team’s mission is simple but powerful: prevention is better than cure. We provide the tooling and platforms that make reliability, observability, secure deployment, and velocity the default path for every engineer. We make it incredibly easy to do the right thing, and appropriately hard to do the wrong thing. AI is how we live that mission. We don't just build the platform for the AI Customer Agent company, we build with AI. Our engineers use coding agents and self-authored agent skills to automate toil, investigate incidents, and ship faster, and a big part of this role is extending that leverage to the rest of R&D. We expect every engineer here to treat AI as a core part of their toolkit, not an afterthought.</p> <p>You will be joining a high-performing, high-autonomy team of deeply tenured engineers (our median tenure is five years!) who hold a high bar for execution and collaborative problem-solving. As a Senior Engineer, you will be a critical force-multiplier for the entire R&D organization. You won’t just keep the lights on; you will drive generational changes in our architecture, automate away toil, and eradicate manual work so our product teams can focus entirely on delivering customer value.</p> <p>Learn how we<a href="https://www.intercom.com/blog/the-safety-of-speed-shipping-code-at-intercom/"> ship 250 versions of Fin per day</a>, discover our engineering culture at<a href="http://intercom.engineering/"> Fin.engineering</a>, and explore<a href="https://www.intercom.com/blog/intercom-product-principles/"> our engineering values</a>.</p> <h2><strong>What you’ll do?</strong></h2> <ul> <li>Automate everything: Eradicate manual, repetitive, and unscalable work. You will view infrastructure challenges as software problems, building automation and tooling that accelerates R&D.</li> <li>Drive architectural evolution: Plan, design, and execute generational changes to Fin’s core infrastructure. You will navigate complex scaling challenges and build elasticity into our systems.</li> <li>Deliver operational excellence: Own the reliability of our core services. You will respond to operational events, dig deep to understand why they happened, and engineer permanent, preventative solutions. </li> <li>Be full stack: When there is an issue, you don’t stop at the infrastructure layer. You dive deep into our application code to trace problems out to the edge and fix customer-facing issues.</li> <li>Force-multiply through enablement: Abstract away shared concerns like security, compute, availability, and costs, so product engineers don't have to think about them. You'll scale your expertise through exceptional, easy-to-use agent skills, documentation, and reliable defaults.</li> <li>Raise the bar: Hold yourself and your teammates accountable with deep empathy. Share your domain expertise, review code quickly, unblock your peers, and foster a culture of continuous learning and support.</li> <li>Ship production-grade systems: Independently lead complex initiatives, owning the design, implementation, testing, and operational runbooks for high-impact infrastructure projects.</li> <li>Build AI-native leverage: Treat AI as a primary tool for getting work done, using coding agents to automate infrastructure work, and building agent skills, tooling, and reliable defaults that let every engineer at Fin apply that same leverage safely. You'll look for the toil that AI should eliminate before a human ever touches it.</li> </ul> <h2><strong>What skills do I need?</strong></h2> <p>We don’t expect perfection. If you have most of this and you’re excited, we want to hear from you. We can shape the position for the right person.</p> <ul> <li>Cloud infrastructure expertise: Multiple years designing, building, and operating high-scale distributed systems and platforms in a cloud environment (ideally AWS), with accountability for availability, performance, and costs.</li> <li>Engineering rigor: Deep knowledge of modern programming languages with infrastructure-as-code as a nice to have. You have a track record of treating infrastructure as a software engineering discipline.</li> <li>Operational obsession: Expert grasp of reliability, performance, and failure modes. You define metrics, question outliers, and rely on telemetry to guide your decisions. You treat uptime as a feature and take immense pride in the resilience of your systems.</li> <li>Developer empathy: You ob