Principal Engineer, Fin AI Agent in London

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service.

Fin is the #1 AI agent for customer service, resolving over 1M customer conversations every week. This role sits at the heart of the Service Agent pillar — 12 teams and growing, building every capability that makes Fin work. You'll partner at the strategic pillar level, having broad context across work streams and deep technical understanding of how Fin operates end-to-end.

What will you do?

• Partner at the strategic pillar level to inform technical strategy and investment priorities.
• Spin up 0-to-1 work streams, bringing together engineers, disambiguating the problem space, and driving execution.
• Execute on the most ambiguous, highest-stakes problems, writing code and shipping features.
• Lead experimental work at the AI frontier, running A/B tests and calibrating accuracy, cost, and latency for LLM-powered features.
• Shape long-term technical strategy through execution, informing architecture while building products.
• Work across the full stack in an AI-first development environment.
• Raise the bar for the people around you by providing direct, actionable feedback.

What are we looking for?

• Engineering depth and product thinking, combining deep engineering ability with strong product and design instincts.
• Experience operating at real scale with builder energy, having seen large-scale distributed systems in production.
• AI fluency, actively experimenting with AI-assisted development.
• Deep technical depth with breadth, navigating complex multi-team systems with ease.
• Strong communication skills to explain technical investments and align teams.
• Extreme autonomy, identifying problems and acting on them without waiting for direction.
• Critical thinking about the business, understanding what Intercom is optimizing for.
• At least ~10+ years of experience as a technical leader driving complex projects.
• Stack agnostic, with the ability to learn and operate effectively with various tools.

Why Intercom, why now?

• Fin is #1, and the race is heating up with fast-moving AI-native startups.
• Intercom has made a successful pivot to AI, trending upwards while many SaaS companies trend down.
• We are investing heavily in platform capabilities that make AI-assisted development transformative.
• You'll have genuine agency in a company big enough to have resources but small enough to make impactful decisions.

Benefits

• Competitive salary and equity in a fast-growing start-up.
• Lunch provided every weekday, plus a variety of snacks.
• Regular compensation reviews.
• Pension scheme & match up to 4%.
• Life assurance and comprehensive health and dental insurance.
• Flexible paid time off policy.
• Paid maternity and paternity leave.
• Cycle-to-Work Scheme with secure bike storage.
• MacBooks as standard, with Windows available for certain roles.

Intercom has a hybrid working policy, expecting employees to be in the office at least three days per week. We value diversity and are committed to Equal Employment Opportunity, not discriminating against any applicant or employee based on legally recognized protected bases.