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>What's the opportunity? </h2> <p>We’re looking for Staff Product Engineers to join the AI Group to build Fin's AI-powered products. Product Engineers working in ML work closely with both our ML Scientists and product teams. They must deeply understand our product, our customers, our ML tech stack and our broader product stack. </p> <p>Our group is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.</p> <p>We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated Engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.</p> <p>We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.</p> <p>If you are an experienced product engineer who takes an analytical approach to development and has some hands-on experience with ML systems, we'd love to hear from you! </p> <h2>What will I be doing? </h2> <p>Product Engineers in the AI Group</p> <ul> <li>Build the systems that power Fin's flagship AI products. This usually means working in our ML Python tech stack, but at times also means working across the product on our Rails app too.</li> <li>Work alongside our ML Scientists bring proof-of-concept code to production; ensuring it’s robust and scalable for real-world use.</li> <li>Partner with product teams outside of our group, to shape the best AI-powered product experience for our customers..</li> <li>Contribute to all phases of software development including ideation, prototyping, and implementation and testing.</li> <li>Play an active role in the hiring, mentoring, and career development of other engineers.</li> <li>Raise the bar for technical standards, performance, reliability, and operational excellence within the group and across Fin.</li> </ul> <h2>Profile we’re looking for </h2> <p><em>These are meant to be indicative, not hard requirements.</em></p> <ul> <li>10+ years of experience shipping high-quality products.</li> <li>No ML experience required. We believe you can be highly effective immediately by bringing excellent software engineering skills, and learn ML as you work on the team.</li> <li>You can demonstrate significant impact in the work that you have done.</li> <li>You take pride in having strong technical fundamentals; you love learning and are willing to work hard to invest in your development.</li> <li>Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.) but it doesn’t need to be a language that we use here!</li> <li>Strong willingness to fight for good outcomes</li> <li>Bias towards progress over perfection</li> <li>BSc in Computer Science, Maths or Statistics or related discipline </li> </ul> <h2>Bonus skills & attributes </h2> <ul> <li> <p>Previous experience in data analytics, or statistical role</p> </li> </ul> <h2>Benefits </h2> <p>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! </p> <ul> <li>Competitive salary and equity in a fast-growing start-up</li> <li>We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen</li> <li>Regular compensation reviews - we reward great work!</li> <li>Pension scheme & match up to 4%</li> <li>Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents</li> <li>Open vacation policy and flexible holidays so you can take time off when you need it</li> <li>Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones</li> <li>If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too </li> <li>MacBooks are our standard, but we also offer Windows for certain roles when needed.</li> </ul> <p>#LI-Hybrid</p><div class="content-conclusion"><p><strong>Policies </strong></p> <p>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.</p> <p>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 ex