Staff Product Engineer - AI

About Fin and the Role

Fin is a pioneering company that specializes in AI Customer Agent technology, dedicated to enhancing business customer interactions. Their flagship AI, Fin, is recognized as the top-performing AI Customer Agent available, designed to provide flawless, uninterrupted support covering all stages of customer engagement—from service and sales to ecommerce applications. This AI agent, powered by proprietary models, effectively resolves complex customer concerns across various platforms with minimal integration efforts. Additionally, Fin integrates seamlessly with Intercom's help desk system, offering a comprehensive solution tailored for modern support teams.

Since its founding in 2011, Fin has rapidly expanded and ranks as one of the largest private software companies globally, serving nearly 30,000 businesses internationally. The company is driven by core values that emphasize innovation, rapid development, and delivering exceptional value to clients.

Key Responsibilities

• Develop and maintain the underlying systems for Fin's primary AI products, utilizing mainly Python within their machine learning tech stack, and occasionally contributing to their Ruby on Rails application.
• Collaborate closely with ML Scientists to transition prototype code into production-ready, scalable solutions.
• Partner with external product teams to craft superior AI-driven user experiences for customers.
• Engage in all stages of software lifecycle including conceptualization, prototyping, development, and testing.
• Take active charge in hiring, mentoring, and advancing the careers of engineering team members.
• Elevate technical standards covering performance, reliability, and operational excellence both within the AI group and the wider company.

Candidate Profile

• Possesses 10 or more years of experience delivering high-quality software products.
• Strong software engineering skills with no mandatory previous machine learning experience, although willingness to learn ML on the job is essential.
• Demonstrates significant impact through past work achievements.
• Solid foundation in software engineering principles and a passion for continuous learning and self-improvement.
• Expertise in at least one high-level programming language such as Ruby, Python, or JavaScript, regardless of whether it matches Fin's exact tech stack.
• Determined to achieve optimal outcomes and embraces progress over perfection.
• Bachelor’s degree in Computer Science, Mathematics, Statistics, or a related field.

Preferred Additional Skills

• Experience or background in data analytics or statistical roles is advantageous.

Company Culture and Policies

Fin nurtures an environment that supports employees’ best work through comprehensive benefits aimed at promoting health, well-being, family life, work-life balance, and financial security, varying by location. The company follows a hybrid working model, mandating physical presence in the office for at least three days per week to foster collaboration and culture.

Fin maintains a neutral stance on social and political subjects within internal and external company communications, promoting a respectful environment for diverse personal views outside work context. Upholding diversity and equal opportunity, the company prohibits discrimination on multiple legally protected grounds.