--- title: 'Senior Product Engineer at Fin' canonical: 'https://feeny.ai/job/senior-product-engineer-fin-london-3j6d6tn6e5n3' type: 'job' last_seen: '2026-09-08' --- # Senior Product Engineer at Fin - **Company:** Fin - **Location:** London, United Kingdom - **Posted:** 2023-12-12 - **Last confirmed live:** 2026-09-08 - **Apply:** https://job-boards.greenhouse.io/intercom/jobs/5107681 ## Job description [Fin](https://fin.ai/) 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. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. 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? At Fin, you will be a product engineer - someone who solves real customer problems through a[smart and efficient application of your technical knowledge](https://blog.intercom.com/run-less-software/) and your tools. You’ll be part of one of our multidisciplinary product teams, where you will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts. We’re facing many exciting scaling challenges and we’re building a robust platform where your expertise can be applied to areas such as building a beautiful messenger composer, rule matching, deliverability, security, app availability and machine learning, to name a few. What will I be doing? As an experienced engineer you will: - Develop technical plans and contribute to our technical architecture as we scale our products to serve tens of millions of people every day. - Write Ruby code, which knits together a lot of AWS, infrastructure, platform and SaaS technologies that form the core of Fin's backend infrastructure - Ship a change to production on your first day and a feature in your first week. That “day one” change is automatically deployed to production along with 100 other deployments (on average) each weekday. - Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems. - Grow your team’s capacity by mentoring other engineers and interviewing candidates. This is a chance to be an integral part of building and growing a team. What skills do I need? - 5+ years of industry experience in a software engineering role, preferably building a SaaS product. You can demonstrate significant impact that your work has had on the product and/or the team. - Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.) (If you don't know a language we use, that's okay! We think great people can learn quickly or introduce us to better ways of working.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working) - Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Fin are pragmatists who work closely with others on cross-disciplinary teams - Experience with Distributed systems #LI-Hybrid At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at [fin.ai/careers](http://fin.ai/careers). Policies 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](https://www.intercom.com/careers). 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. ## About Fin ## Company Overview - **One-liner**: Fin is the Customer Agent company delivering perfect customer experiences—from support to sales to commerce—powered by a proprietary AI engine. - **Entity Type**: Private (Series D in 2016 at $1.3B valuation; still founder-led) - **Headquarters**: Dublin, Ireland (global offices in San Francisco, London, Berlin, Chicago, Sydney) - **Founded**: 2011 (originally as Intercom; renamed to Fin in 2026) - **Founders**: Eoghan McCabe, Des Traynor, Ciaran Lee, David Barrett ## Core Business - **Primary industry**: AI-powered customer experience (customer service, sales, ecommerce automation) - **Target customers**: B2B (30,000+ companies using the platform; mid-market to enterprise) - **Mission**: Create a seamless, personal, concierge experience across the entire customer journey ## Products & Services - **Fin for Service**: AI agent that delivers perfect customer service end-to-end. - **Fin for Sales**: AI agent that handles inbound sales end-to-end. - **Fin for Ecommerce**: AI agent that handles the entire shopping journey. All products are SaaS, powered by the Fin AI Engine™ with a proprietary Apex 1.0 model. ## Market Standing - **Valuation / Market Cap**: $1.3B valuation (Series D, 2016) – still private; likely much higher based on growth signals. - **Key Metric**: $400M+ annual recurring revenue (ARR), doubling growth year over year; resolves 2M+ conversations weekly. - **Notable Investors/Partners**: Not explicitly detailed in search results, but the company raised a Series D round and counts notable venture investors (historical Intercom investors include Bessemer, Social Capital, Index Ventures). See [fin.ai/about](https://fin.ai/about) for journey timeline. - **Growth Signals**: 30,000+ customers, 1,400+ employees across 6 global offices, committed $100M+ to AI development, AI research group expanded to 60 researchers. ## Competitive Advantages - **Patented AI engine**: Fin AI Engine™ with proprietary retrieval (`fin-cx-retrieval`) and reranker (`fin-cx-reranker`) models plus Apex 1.0 LLM. - **Scale and proven results**: Average resolution rate increases 1% month-over-month; wins every head-to-head test. - **Full journey coverage**: One agent handling service, sales, and commerce – a unified platform. - **Research depth**: In-house AI group of 60+ ML scientists, engineers, and designers publishing cutting-edge research. - **Security certifications**: ISO 27001, ISO 27018, ISO 27701, GDPR and CCPA compliant. ## Strategic Focus - **AI leadership**: Heavy investment in proprietary AI models and research; aim to be a “defining AI company”. - **Global expansion**: Growing offices in Europe (Berlin, London) and maintaining hubs in US, Ireland, and Australia. - **Product breadth**: Moving from customer service agent to full customer agent covering the entire journey. ## Why Work Here - **Culture**: “Success First” north star; values include incredibly high standards, customer obsession, open-mindedness, resilience, impatience, positivity. - **Remote/Hybrid/Office**: Six international offices; the search results mention “flexible vacation policy” and “work from home support”, but no explicit remote-first policy. Likely hybrid or office-centric with flexibility. - **Notable perks**: - Comprehensive health, dental, vision insurance - 26 weeks paid leave for birthing parents; 6–8 weeks for non-birthing parents - Flexible vacation policy - Retirement plan with employer matching - RSU stock grants (ownership at Fin) - Commuter benefits, life insurance (4x salary at no cost) - Employee Assistance Program - Income protection - **Engineering culture**: 60+ AI researchers; strong emphasis on R&D and innovation; publishes AI research blog. ## Sources 1. [fin.ai/about](https://fin.ai/about) 2. [fin.ai/careers](https://fin.ai/careers) 3. [fin.ai/](https://fin.ai/) 4. [linkedin.com/company/fin](https://www.linkedin.com/company/fin) 5. [job-boards.greenhouse.io/intercom](https://job-boards.greenhouse.io/intercom/jobs/7393922) ## Other roles at Fin - [Staff Engineer - Web Platform](https://feeny.ai/job/staff-engineer-web-platform-fin-london-cd6dy7xykypp) — London, United Kingdom - [Staff Engineer - Web Platform](https://feeny.ai/job/staff-engineer-web-platform-fin-dublin-0gct382ezmka) — Dublin, Ireland - [Senior Product Marketing Manager](https://feeny.ai/job/senior-product-marketing-manager-fin-dublin-z259p5qdzcve) — Dublin, Ireland / London, United Kingdom - [Senior Product Marketing Manager](https://feeny.ai/job/senior-product-marketing-manager-fin-dublin-ktpthcb9nft4) — Dublin, Ireland / London, United Kingdom - [Technical Support Specialist](https://feeny.ai/job/technical-support-specialist-fin-sydney-71272wsyk19f) — Sydney, Australia - [Sales Data Analyst](https://feeny.ai/job/sales-data-analyst-fin-san-francisco-b1qbg56cfr2b) — San Francisco, CA - [Manager, Solutions Engineering](https://feeny.ai/job/manager-solutions-engineering-fin-sydney-66y5c7gvzjyt) — Sydney, Australia - [Customer Success Manager, High Touch](https://feeny.ai/job/customer-success-manager-high-touch-fin-chicago-qqbbkjec9w5w) — Chicago, IL - [Customer Success Manager, High Touch](https://feeny.ai/job/customer-success-manager-high-touch-fin-san-francisco-x68zj0j9ntd4) — San Francisco, CA - [Senior Solutions Engineer](https://feeny.ai/job/senior-solutions-engineer-fin-chicago-6mscgtkvk0vx) — Chicago, IL