Senior Engineering Manager, Customer Agent

About the role

Fin is actively expanding its AI Customer Agent capabilities to cover the entire customer lifecycle, including sales, ecommerce, and customer success. We are seeking a highly motivated, hands-on leader to manage and grow teams within this high-growth group. The successful candidate will play a key role in shaping the future of our AI-first development approach, ensuring that our products meet the evolving needs of our customers and stay ahead of competitive AI-native startups. You will be responsible for driving product outcomes, mentoring senior engineering talent, and fostering a culture centered around innovative AI-driven solutions. This role offers an exciting opportunity to lead technical teams in a fast-paced environment, where your leadership will directly impact the company's growth and success.

Key facts

What you'll do

• Take ownership of strategic work streams from their initial conception through to successful delivery, ensuring they generate measurable business impact and align with company goals.
• Lead by example, engaging deeply with product requirements, understanding customer challenges, and designing technical architecture to support scalable solutions.
• Collaborate closely with cross-functional teams including Product, Design, Sales, and machine learning specialists to develop a seamless, integrated agent experience that enhances customer interactions.
• Guide engineers through complex and ambiguous problem spaces, setting high standards for quality, efficiency, and innovation under tight deadlines.
• Develop and mentor senior and staff-level engineers through direct feedback, coaching, and career development conversations to foster growth and technical excellence within the team.
• Partner with the Engineering Director to define the overall group strategy, allocate resources effectively, and prioritize the product roadmap to meet business objectives.
• Participate in hands-on technical activities when necessary, including coding, technical analysis, or solving cross-functional problems, to support team efforts and maintain technical credibility.
• Advance AI-first engineering practices by utilizing existing internal AI-assisted development tools, refining workflows, and promoting best practices for AI integration within engineering processes.
• Foster a collaborative team environment that encourages innovation, continuous learning, and knowledge sharing among team members.
• Ensure that engineering efforts align with broader company goals, including product quality, scalability, and customer satisfaction.
• Communicate effectively with leadership and stakeholders, translating complex technical concepts into clear, actionable insights and updates.
• Maintain a focus on delivering high-quality solutions while balancing speed and agility in a rapidly evolving technology landscape.
• Support recruitment efforts by participating in hiring processes and helping to attract top engineering talent to the team.
• Contribute to the development of engineering standards, documentation, and best practices to ensure consistency and maintainability across projects.

Requirements

• Proven leadership skills with a track record of managing and motivating engineering teams, particularly in high-growth or fast-paced environments.
• Experience working in early-stage product environments where ambiguity is common, and the ability to adapt quickly is essential.
• Strong product engineering instincts with a focus on rapid iteration, customer-centric solutions, and delivering value quickly.
• Technical credibility to review architecture, engage in deep technical discussions, and guide engineering decisions at a senior level.
• Excellent communication skills, capable of articulating complex project needs and technical concepts to leadership and cross-functional teams.
• Ability to work autonomously with critical thinking skills, making strategic decisions aligned with business goals.
• Demonstrated success managing product-focused engineering teams; this role does not involve direct management of machine learning scientists or machine learning engineers.
• Experience with AI-assisted development workflows is a plus but not mandatory.
• Familiarity with cloud infrastructure, software development best practices, and scalable architecture principles.
• Strong problem-solving skills, with an emphasis on innovative solutions and continuous improvement.
• Ability to prioritize tasks effectively in a dynamic environment, balancing technical debt, feature development, and operational stability.
• A collaborative mindset, with a focus on team development, mentorship, and fostering a positive work environment.

Nice to have

• Demonstrated experience experimenting with and implementing AI-assisted development workflows.
• Prior experience working with AI or machine learning teams, even if not directly managing them.
• Knowledge of AI development frameworks, tools, or platforms that can enhance engineering productivity.
• Familiarity with the latest trends in AI and customer engagement solutions to inform product strategy.
• Experience working in a regulated environment or with ITAR compliance considerations, if applicable.

Skills & tools

• Claude Code (with unlimited Opus 4.6 tokens and 1 million context window) for AI-assisted coding and development.
• MCP servers used for scalable backend services.
• AI-assisted development frameworks that support rapid prototyping and deployment.
• Strong understanding of cloud platforms, such as AWS, Azure, or GCP, for deploying scalable solutions.
• Version control systems like Git for code management.
• Collaboration tools such as Jira, Confluence, or similar for project tracking and documentation.
• Familiarity with CI/CD pipelines to support continuous integration and deployment processes.

Practical notes

• Compensation package includes a competitive salary along with equity options.
• Benefits include a 4% pension match, comprehensive health and dental insurance for employees and their dependents, and life assurance.
• Perks offered by Fin include daily catered lunches, a fully stocked kitchen, and flexible paid time off policies to support work-life balance.
• The company provides parental leave benefits, including paid maternity leave and six weeks of paternity leave to support new parents.
• Standard hardware provided is a MacBook; Windows options are available if required.
• Fin maintains a policy of neutrality on social and political topics to foster a cohesive and inclusive internal environment.
• The role is on-site at our Dublin office, emphasizing collaboration and team engagement in a dynamic workspace.
• Candidates are encouraged to bring their expertise and innovative ideas to help shape the future of AI-driven customer engagement solutions at Fin.