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Engineering Manager, Forward Deployed Engineering

intercom· 183 open roles

Location TBD On-siteFull-time2 weeks ago
Salaryest.
€120,000 - €180,000
Experience
Mid
Job Type
Full-time
Posted
2 weeks ago
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About This RoleAI processing…

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performingAI 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.

Key Responsibilities

  • 1
    Lead, coach, and nurture a high-performing FDE team while operating under pressure in high-stakes customer engagements.
  • 2
    Own end-to-end outcomes through clarity in communication, speed of execution, tight coordination, and technical quality.
  • 3
    Operate as a player-coach, actively engaging in strategic deals while developing team capabilities. We value leaders who are in the details, and “show, not tell”.
  • 4
    Lead discovery, design, and delivery of tailored technical solutions, including PoCs, evaluations and business value assessments.
  • 5
    Champion a customer-obsessed culture, noticing early indicators of success or failure in customer engagements and raising and correcting them with urgency.
  • 6
    Support opportunities with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.
  • 7
    Contribute to codifying successful deployments into reusable tools, playbooks, and inputs to the product roadmap, and create leverage for Fin and our customers.
  • 8
    Expand your scope over time, potentially supporting complex, seven-figure opportunities and representing Fin and the FDE function externally through executive meetings and strategic events.

Requirements

  • 3+ years of technical experience in roles such as Software Engineer, Forward Deployed Engineer, Solutions Architect, Applied AI or related technical roles.
  • Having 2+ years of experience leading technical customer-facing teams, with a proven track record of mentoring and managing high-performing teams.
  • Strong technical judgment and the ability to coach engineers through complex architectural trade-offs.
  • Comfortable with a problem space that is ambiguous in nature, and capable of translating that ambiguity into clear signals for Product and Engineering and for positive customer outcomes.
  • Ability to flex working hours to partner with global teams.
  • Excellent communication and presentation skills.
  • Experience selling and deploying AI, data, or highly technical products in complex enterprise environments.
  • Curiosity and enthusiasm for AI, with a desire to learn how ML systems are developed and operated in production.
  • Experience hiring and managing high-performing teams.

Perks & 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!
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed.

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