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Fin is an AI Customer Agent company building the highest-performing AI customer support solution on the market. The company, founded in 2011 as part of Intercom, serves nearly 30,000 global businesses with AI-powered customer service across support, sales, and ecommerce channels.
As a Principal Engineer, you will lead the definition and execution of key strategic initiatives within the engineering organization. This is a high-impact individual contributor role with company-wide technical scope. You will work autonomously and be accountable for strategic execution across parts of the engineering organization, building both backend and frontend systems while working closely with designers, product managers, researchers, and data analysts.
Key responsibilities include:
- Mastering domain knowledge and driving key strategic R&D projects
- Assessing project progress, risks, and challenges to guide resource allocation and prioritization
- Contributing to technical architecture as the company scales to serve all customer requests
- Balancing agility with scalability and availability through continuous deployment and feature flagging
- Participating in all phases of software development from ideation through implementation, with a mix of hands-on development and architecture work
- Mentoring and coaching other engineers, playing an active role in hiring and career development
- Raising technical standards for performance, reliability, and operational excellence
You should have significant SaaS product experience with demonstrated impact on products and teams. Deep knowledge of high-level programming languages (Ruby, Python, Perl, etc.) is essential, along with experience in distributed systems. You'll need 2+ years as a primary technical leader for a team and a proven track record collaborating with technical leaders, product teams, and designers to deliver customer value.
Fin operates a hybrid model with expectations to be in the London office at least three days per week. The company offers competitive salary and equity, comprehensive benefits including pension matching, health insurance, flexible PTO, and parental leave.
