Principal Engineer

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About the role

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. What's the opportunity? Principal Engineers at Intercom have the opportunity to lead the definition and execution of key strategic initiatives. You will work autonomously and be accountable for strategic execution in part of the engineering organization. You will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts. You will coach and mentor other engineers and partner closely with the Group Engineering Managers on technical strategy and leadership. Learn more about our engineering culture at intercom.engineering What will I be doing? As an experienced engineer you will: • Have a mastery of domain knowledge and work as a leader within the R&D org to drive key strategic projects. • Provide assessments of project progress, risks and challenges to engineering leadership to help guide resource allocation and prioritisation. • Contribute to our technical architecture as we grow. We scale to service requests from all our customers’ customers. We’re growing and so are they. • Care about agility as much you care for scalability and availability. Continuous deployment keeps us focused on incremental releases. Even our biggest technical achievements roll out piece by piece, feature flagged out of sight. • Contribute to all phases of software development including ideation, prototyping, design and implementation. This role has a mix of both hands-on development as well as lead/architecture work. • Build using the best tools in the industry. We invest heavily in AI-powered developer tools that remove friction and help you focus on solving meaningful problems. • Play an active role in hiring, mentoring and career development of other engineers • Raise the bar for technical standards, performance, reliability, and operational excellence What skills do I need? • Ideally, you’ve built an exciting SaaS product in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created • Significant, demonstrated impact that your work has had on the product and/or the teams • Deep knowledge of a high-level programming language (for example, Ruby, Python, Perl etc.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working) • You will have experience with Distributed systems • 2+ years of experience as the primary technical leader for a team • Experience collaborating directly with technical leaders, product teams and designers, and a proven track record of

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