Engineering Manager, AI Models Infrastructure

Fin, now part of Salesforce, is 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, giving modern support teams one single system.

Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.

Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce.

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

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Fin Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by over 30,000 global businesses, Fin is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What’s the opportunity?

We’re hiring an Engineering Manager for our AI Models Infrastructure Team in the AI Group. The AI Models Infrastructure team builds and operates the foundational infrastructure that empowers our teams to train and run Fin's own AI models.

This is a highly technical EM role - you’ll lead a team of expert engineers in a fast-evolving technical domain. In order to empower this team to be most effective, you will need prior experience in AI, and the appetite to continually invest in deepening your technical knowledge.

Learn more about Fin's engineering culture at intercom.engineering, and more about Fin at fin.ai.

What will I be doing?

You will

Lead a high-performing team building the platform and infrastructure that power Fin's AI capabilities.

Magnify the team’s effectiveness, whether that means removing impediments, or finding ways to accelerate their progress.

Support teams of ML Scientists and Engineers building AI powered capabilities.

Plan, prioritize, and deliver high-impact roadmaps in partnership with the team’s most senior engineers, balancing delivery, quality, and innovation.

Empower the engineers on the team to act with agency and maximize their impact.

Expand your scope over time, potentially taking ownership of additional platform domains as the team and AI initiatives grow.

What skills do I need?

You must have

Experience leading infra or platform teams.

Strong prior experience working as an engineer.

Strong technical judgment and communication skills, enabling you to advocate for the team’s needs

Adaptable leadership style suited to a group that will grow quickly, and change shape over time.

Curiosity and enthusiasm for AI.

Experience training ML models and operating them in production at scale is a significant advantage, but not a hard requirement. We will invest in EMs with a deep technical background, and a strong appetite to learn the domain.

Nice to have

Experience training ML models and operating them in production, at scale.

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