Principal Engineer

About Fin

Fin is a pioneering AI Customer Agent company dedicated to helping businesses deliver flawless customer experiences. Our proprietary AI Agent, Fin, stands out as the highest-performing solution available in the market, facilitating seamless, always-on support throughout the entire customer journey—from service to sales to e-commerce. Powered by exclusive AI models, Fin autonomously resolves complex customer issues across various channels with minimal setup and easily integrates with tools such as Intercom help desk, offering a unified platform tailored for modern support teams.

Since its inception in 2011, Fin has experienced rapid growth, establishing itself as one of the largest private software companies globally, with nearly 30,000 worldwide businesses leveraging its products to revolutionize customer support. Our core ethos encourages innovation, speed, and relentless value delivery.

Role Overview

The Principal Engineer will spearhead defining and implementing critical strategic initiatives within the engineering division. This leadership role involves autonomous accountability for strategic project execution, encompassing backend and frontend system development. Collaboration with cross-functional teams—designers, product managers, researchers, and data analysts—is paramount. Additionally, you will mentor engineers and collaborate closely with Group Engineering Managers to shape technical strategies.

Key Responsibilities

• Exert domain expertise as a leader in research and development to drive vital strategic projects.
• Evaluate project progression, identify risks and challenges, and report to engineering leadership to optimize resource allocation and prioritization.
• Contribute meaningfully to evolving the technical architecture to support scaling for increasing customer demands.
• Balance priorities of agility, scalability, and availability through continuous deployment and incremental feature rollouts using feature flags.
• Participate comprehensively in software development phases, including ideation, prototyping, design, and implementation—blending hands-on coding with leadership and architectural contributions.
• Utilize cutting-edge industry tools, including AI-enhanced developer tools that minimize friction and enhance problem solving.
• Engage actively in recruitment, mentoring, and career growth initiatives for engineering staff.
• Set and uphold elevated standards for technical quality, performance, reliability, and operational excellence.

Required Skills and Qualifications

• Experience creating impactful SaaS products with a track record of satisfaction derived from global user impact.
• Proven significant contributions affecting both product outcomes and team dynamics.
• Proficiency in at least one high-level programming language such as Ruby, Python, or Perl, with an ability to swiftly learn new technologies or introduce superior practices.
• Experience working with distributed systems architectures.
• At least two years serving as the primary technical leader within an engineering team.
• Demonstrated collaboration with technical leaders, product teams, and designers, combined with a strong product strategy mindset and pragmatic approach.

Additional Information

Benefits and Culture: Fin offers comprehensive programs to support employee well-being, family needs, time off, and financial security, varying by location in alignment with local standards.

Working Policy: The company follows a hybrid model requiring presence in the office at least three days per week to foster easier collaboration and a positive culture while providing remote flexibility.

Culture and Policies: Fin maintains an open, inclusive environment focused on unity without engaging in social or political controversies within communications. Personal opinions on such topics are respected outside work contexts.

Diversity Commitment: The company strongly supports Equal Employment Opportunity and prohibits discrimination on any legally protected grounds.