Staff Product Engineer, AI

About Fin

Fin is a leading AI Customer Agent company dedicated to delivering flawless customer experiences. Our AI Agent, Fin, is recognized as the top-performing AI Customer Agent, enabling businesses to provide seamless, continuous support throughout the customer journey, including service, sales, and ecommerce channels. Our proprietary AI models allow Fin to resolve intricate customer issues comprehensively with minimal setup and integration. Additionally, Fin can be integrated with the Intercom help desk to form a unified system tailored for modern support teams.

Founded in 2011, Fin has rapidly grown into one of the largest private software firms worldwide, serving nearly 30,000 companies globally who rely on our solutions to transform their customer service.

Role Overview

We are looking for experienced Staff Product Engineers to join our AI Group to develop Fin’s AI-powered offerings. In this role, engineers collaborate closely with ML Scientists and product teams, gaining intricate knowledge of our product, customer needs, machine learning technology stack, and overall product environment. The team is responsible for conceptualizing and implementing ML features, researching effective algorithms and technologies, and quickly delivering initial prototypes to customers.

Our AI Group emphasizes a product-centric approach, partnering closely with product and design teams to rapidly move from concept to production, often shipping beta versions within weeks after successful offline evaluation.

Responsibilities

• Develop robust systems that power Fin’s signature AI products, primarily working within our ML Python stack and occasionally on the Rails application.
• Collaborate with ML Scientists to transition proof-of-concept models into scalable, production-ready code.
• Partner with product teams to craft optimal AI-driven product experiences for customers.
• Participate in all stages of software development, from ideation and prototyping through implementation and comprehensive testing.
• Contribute actively to hiring processes, mentorship, and career progression of fellow engineers.
• Elevate technical standards, enhance system performance and reliability, and promote operational excellence both within the AI Group and across Fin.

Candidate Profile

• At least 10 years of experience delivering high-quality software products.
• Machine learning expertise is not mandatory; strong software engineering skills coupled with a willingness to learn ML on the job are sufficient.
• Demonstrable evidence of significant impact in prior roles.
• Strong foundation in software engineering principles and a passion for continuous learning and professional growth.
• Proficient in at least one high-level programming language such as Ruby, Python, or JavaScript; familiarity with our specific stack is not required.
• Committed to achieving excellent outcomes and embracing progress over perfection.
• A bachelor’s degree in Computer Science, Mathematics, Statistics, or a related field is required.

Additional Preferred Skills

• Background in data analytics or statistical roles is an advantage.

Company Culture & Benefits

Fin is dedicated to providing its employees with resources and programs that promote health, wellbeing, family support, work-life balance, and financial security. Specific benefits vary by location according to local customs and legal requirements.

Fin adopts a hybrid working model encouraging office presence at least three days a week to foster collaboration, connection, and culture while offering flexibility to work from home.

Our organizational culture emphasizes openness and acceptance, intentionally steering clear of divisive social or political discussions within professional communications to maintain a respectful and unified environment.

We strongly uphold diversity and equal employment opportunities, strictly prohibiting discrimination based on legally protected characteristics such as race, gender, disability, and other grounds.