Senior Forward Deployed Engineer

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.

As a Forward Deployed Software Engineer, you’ll work hands-on with some of Intercom’s most strategic customers, partnering closely with our R&D and Go-to-Market teams to design and deliver high-impact solutions. You’ll go beyond implementation — helping shape product direction, influencing roadmap decisions, and ensuring Fin delivers real, measurable business outcomes in complex, real-world environments.

• Drive adoption of Fin by helping prospects unlock the power of Intercom’s AI capabilities to automate and scale their support operations.
• Embed deeply with strategic customers to understand their business challenges and technical requirements, and provide the insight needed to achieve outstanding results with Fin.
• Work hands-on with customers’ technical teams as a trusted technical expert, coding side-by-side to drive projects through to completion.
• Collaborate closely with Sales, Success, and Product teams to ensure seamless customer experiences, successful project delivery, and actionable product feedback.
• Contribute to the evolution of the Forward Deployed Software Engineering function by codifying best practices and sharing insights from customer engagements to help the team scale and grow.

• Strong engineering background, preferably in fields such as Computer Science, Mathematics, Software Engineering or Physics.
• Experience building a SaaS product with real-world usage.
• Bonus points for former founders or early startup engineers.
• You’re interested in AI/ML and enjoy quickly building a strong understanding of novel problems, capabilities, and architectures — including the trade-offs and limitations involved.
• You bring strong cross-functional collaboration skills, with the ability to navigate organizational boundaries and bring people together to achieve the best outcomes for our customers and for Intercom.
• You’re a strong coder. You have deep knowledge of at least one high-level programming language (for example, JavaScript, Python, Ruby, etc.). It doesn’t need to be a language we use today — great people are effective learners and are quick to pick up new tools or introduce better ways of working.
• You’re able to prototype and ship software quickly, while maintaining a high bar for quality and a clear focus on business goals and outcomes.
• You’re proficient in using and writing REST APIs to integrate systems effectively.
• You’re a strong communicator who can comfortably discuss the same topics with engineers and non-technical audiences, adapting depth and detail as needed.
• You’re willing to travel and work on-site with customers to build strong relationships and develop a deep understanding of their needs.

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for employees, friends, and family!

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $215,000 - $235,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

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.