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 e-commerce. 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.

You will be joining a high-performing, high-autonomy team of deeply tenured engineers 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.
• 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.

What skills do I need?

• Cloud infrastructure expertise: Multiple years designing, building, and operating high-scale distributed systems and platforms in a cloud environment (ideally AWS).
• Engineering rigor: Deep knowledge of modern programming languages with infrastructure-as-code as a nice to have.
• Operational obsession: Expert grasp of reliability, performance, and failure modes.
• Developer empathy: You obsess over making things “just work” for your internal customers.
• Execution and ownership: A proven track record of independently driving complex, cross-team technical initiatives from conception to production.
• Clear, timely communication: You write crisp technical docs, run blameless incident reviews, and present trade-offs clearly.
• AI-first by default: You reach for AI to accelerate your work and have a track record of doing so.

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.

Benefits

• 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%.