Principal Engineer, Fin AI Agent

About Intercom

Intercom is on a mission to help our customers provide incredible customer experiences online. We do this by making internet business personal. We say it's "personal" because our products enable our customers to build personal connections with consumers - helping them grow their business through better customer relationships.

What's the opportunity?

Fin is the #1 AI Agent for customer service. It resolves over 1M customer conversations every week, helping customer service teams around the world deliver instant, personalized support to their customers. We're looking for Principal Engineers to lead our work on Fin, defining the technical direction for the team and shaping the future of AI-powered customer service.

This is a hands-on role for an exceptional engineer who can operate at the highest technical level while also influencing teams across the organization. You'll work on some of the hardest problems in applied AI: building agentic systems that operate reliably at scale, designing for safety and accuracy, and pushing the frontier of what AI agents can do.

What will I be doing?

• Setting technical direction for Fin AI Agent across product, infrastructure, and AI/ML
• Leading experimental work at the AI frontier: prompt engineering, eval systems, agent architectures, and LLM-powered features
• Designing systems that balance accuracy, cost, and latency at large scale
• Mentoring senior engineers and shaping engineering practices
• Partnering closely with product, design, and research to translate ambitious ideas into shipped product
• Driving A/B testing and rapid iteration on agent behavior
• Working with AI tooling — every engineer at Intercom has Claude Code with unlimited Opus tokens and a sophisticated ecosystem of MCP servers

What skills do I need?

• Deep experience as a Principal/Staff+ engineer at a top product company
• A track record of shipping complex, high-impact systems in production
• Strong fundamentals in distributed systems, backend engineering, and AI/ML
• Hands-on experience with LLMs, agentic systems, prompt engineering, or related fields
• Excellent written and verbal communication; can influence at every level
• Strong product instincts and bias for action

Bonus skills

• Experience with Ruby on Rails, React, AWS
• Experience with eval systems, agent frameworks, or production LLM applications
• Public technical writing, open source contributions, or conference talks

Benefits

We are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! :)

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a stronger 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 fair and inclusive hiring process. Intercom sponsors immigration for some roles, so we encourage you to still apply if you require sponsorship. We are an equal opportunity employer and we don't tolerate discrimination of any kind.