About the job
Intercom builds AI-driven customer service tools that help businesses offer strong support experiences. Our AI agent, Fin, powers always-on customer care and integrates with the Intercom Helpdesk as part of the Customer Service Suite. This platform handles complex queries and connects customers to human support when needed. Since 2011, nearly 30,000 businesses have chosen Intercom to improve their customer service operations.
Role Overview
The Senior Engineering Manager, Fin AI Agent, joins the Service Agent pillar in Berlin. This pillar includes 12 teams and continues to grow. The role involves leading one or two of the most strategically important work streams within this group. Team structures shift frequently, so flexibility and adaptability are essential. The broader market moves quickly, with AI-focused startups competing for the same ground, so high standards and comfort with rapid change are key.
What You Will Do
- Own critical work streams from start to finish, ensuring meaningful impact beyond just meeting deadlines or maintaining team morale.
- Engage directly with the product and its challenges, this could include writing code, performing analyses, collaborating across functions, or helping team members overcome blockers.
- Form and lead new teams as priorities shift, often bringing together engineers who have not worked together before.
- Set clear expectations and build momentum, even under tight deadlines.
- Measure success by the real-world results your teams achieve.
Who Thrives Here
This role suits someone who enjoys high-pressure, fast-moving environments and is motivated by delivering real results. The work demands strong leadership, adaptability, and a willingness to get involved directly in technical and organizational challenges.

