Senior Engineer, Infrastructure Platform in London

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.

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.

What’s the opportunity? Fin is the AI Customer Agent company, and our platform is what makes shipping that innovation possible. At Fin, shipping is our heartbeat, and product teams shouldn't have to worry about infrastructure—it should “just work.” 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. 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.

What you’ll do?

• Automate everything: Eradicate manual, repetitive, and unscalable work. You will view infrastructure challenges as software problems, building automation and tooling that accelerates R&D.
• 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.
• 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.
• 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.
• 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.
• 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.
• Ship production-grade systems: Independently lead complex initiatives, owning the design, implementation, testing, and operational runbooks for high-impact infrastructure projects.
• 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.

What skills do I need?

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.

• 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.
• 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.
• Operational obsession: Expert grasp of reliability, performance, and failure modes. You define metrics, question outliers, and rely on telemetry to guide your decisions.
• Developer empathy: You obsess over making things "just work" for your internal customers. You understand the pain points of product developers and know how to eliminate their friction.
• Execution and ownership: A proven track record of independently driving complex, cross-team technical initiatives from conception to production, often spanning multiple quarters.
• Clear, timely communication: You write crisp technical docs, run blameless incident reviews, present trade-offs clearly to technical and non-technical partners, and thrive in an asynchronous, fast moving, and highly collaborative environment.
• AI-first by default: You reach for AI to accelerate your work and have a track record of doing so, automating investigation, code, and operational tasks with coding agents, and building tooling that scales that leverage to others.

Why join us?

You’ll be the engine that powers every product at Fin. Joining a deeply tenured, highly skilled, and empathetic team means you’ll have the autonomy to make company-wide changes while doing the best work of your career. We prioritize continuous learning and collaborative problem-solving while tackling massive scaling challenges together, and we have a lot of fun doing it.

Benefits

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-HybridPolicies

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.