Senior Engineering Manager - Developer Experience Platform

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 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?

Fin wins by shipping quickly with confidence. Shipping is our heartbeat .

Builder Tools (Developer Experience Platform) is the team that makes shipping delightful: fast, reliable, and low-toil for hundreds of engineers. We own CI/CD, developer and AI workflows, build and test infrastructure, feature flagging, and observability for shipping pipelines. We’re the platform team that prevents duplicated work across engineering.

You will lead and grow a team that builds the systems and tooling enabling Fin to move fast and safely. With AI dramatically accelerating our delivery needs, this role is more critical than ever. Learn how we ship 250 versions of Fin per day , discover our engineering culture at intercom.engineering and explore our engineering values .

What will I be doing?

• Lead the Builder Tools engineering team: hire, coach, set outcomes, remove blockers, and build a high-performance culture.
• Own the developer experience: define SLOs, build cost models, and measure DX with the same rigor we apply to customer-facing products.
• Collaborate closely with domain experts and other parts of R&D, earning trust through deep domain expertise.
• Drive strategic initiatives and deliver high-impact projects reliably and efficiently.
• Eliminate manual work, integrate modern AI-assisted developer tooling, and raise the bar so it is hard to do the wrong thing (90% of code is already written by Claude).
• Represent Builder Tools across engineering and beyond, evangelize tooling improvements, and remove organizational barriers to adoption.
• Be a pragmatic technical leader: make architecture decisions, review designs, and remove technical risk while empowering the team to deliver.
• Adapt and thrive across functions to ensure objectives are met, frequently stepping beyond traditional boundaries to drive results.