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Fin (part of Intercom) is hiring a Senior Engineer for the Infrastructure Platform team within the Infraservices Group. The role focuses on building the foundational systems that enable Fin's AI Customer Agent platform to ship reliably and rapidly—the company deploys 250 versions per day.
You will join a high-autonomy, deeply tenured team (median tenure 5 years) tasked with making reliability, observability, secure deployment, and velocity the default for all engineers. The mission is prevention over cure: provide tooling and platforms so doing the right thing is easy and doing the wrong thing is hard.
Key responsibilities include automating manual and repetitive infrastructure work; designing and executing generational architectural changes to handle complex scaling challenges; owning reliability of core services and engineering permanent solutions to operational events; diving full-stack into application code when needed to trace and fix customer-facing issues; abstracting shared concerns (security, compute, availability, costs) so product engineers can focus on customer value; raising the bar through code review, mentorship, and documentation; independently leading complex infrastructure initiatives from design through production runbooks; and treating AI as a primary tool—using coding agents to automate toil and building agent skills and tooling that let the entire R&D organization leverage AI safely.
The team emphasizes shipping speed, collaborative problem-solving, and using AI not as an afterthought but as a core part of the engineering toolkit. You will be a force-multiplier for the entire R&D organization, driving generational improvements in architecture and eliminating manual work so product teams can focus entirely on customer value.
Required skills include multiple years designing and operating high-scale distributed systems in cloud environments (ideally AWS), with accountability for availability, performance, and costs; deep engineering rigor; and comfort with full-stack ownership. The company values continuous learning, empathy, and a culture of support.
