Engineering Manager, AI Group

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?

We’re hiring an Engineering Manager for our Product Workstreams in the AI Group . The AI Group’s product workstreams, partner with the wider product org to build the AI capabilities that underpin Fin. These workstreams do not act as ‘AI services’ for the wider org; they are instrumental in shaping AI products from the earliest stages and owning their ongoing development. Product workstreams are composed of EMs, PMs, Engineers, AI Designers, and Machine Learning Scientists.

You will lead our Berlin-based product engineers in the AI Group and will be a key leader of our Berlin hub, helping it grow. You will also work across Fin's core capabilities, such as Skills, Personalisation, Procedures and Safety, and contribute directly to delivering new Fin products from inception.

This is a hands-on EM role. You will lead a senior team of engineers and stay hands-on in the codebase. An EM who regularly works alongside ICs builds the context to make good strategic decisions and to support engineers well. Contributing to Fin’s central AI system, architecture and experimentation are core to the job.

Learn more about Fin's AI engineering and research at Fin /research , and more about Fin at fin.ai .

What will I be doing?

As a hands-on leader, you will:

• Lead and grow a high-performing engineering team based primarily in Berlin, with members across our European offices.

• Incubate and deliver AI products from ideation through to success, leveraging backtests, evals and A/B tests to inform what ships.

• Contribute directly to our production systems so you keep first-hand context.

• Own operational health for your workstreams: SLOs, alarms, and proactive management of our most critical systems.

• Plan, prioritise and deliver best-in-class AI products with your most senior engineers, ML Scientists, PMs and AI Designers.

• Make AI-first the team default. Build shared skills, agents, and automations that raise the bar for the team’s output and ambition.

• Hire and onboard great engineers, and help them build the Berlin office.

What skills do I need?

Must-haves:

• Strong prior experience as an engineer, with recent hands-on technical contributions.

• Strong technical judgement, and the ability to coach senior engineers through complex architecture and product trade-offs.

• Strong product sense: you can weigh AI product opportunities and decide what matters most.

• A data-driven approach: you use experiments and metrics to make decisions.

• Strong ownership of production quality and reliability.

• An adaptable leadership style for a group and environment that will grow fast and change shape.

Nice to haves:

•

• Experience leading engineering teams that build and operate generative AI systems in production.

• Experience with AI evaluation, backtesting or experiment design at scale.

• Experience managing AI costs and how product choices affect it.

• Experience in a hands-on EM role, or alternating between EM and IC roles.

• Experience helping build or grow a new engineering site.

How will I be supported?

• You’ll have a structured onboarding experience to help you get up to speed quickly in Berlin and across Intercom.

• You’ll have a close group of management peers to collaborate with and learn from.

• We invest in our managers, supporting individual career development through training, coaching and regular feedback.

• You’ll have opportunities to contribute to and learn from our wider engineering community.

Benefits

We’re a well-treated bunch, with awesome benefits. If there’s something important to you that’s not on this list, talk to us.

• Competitive salary and equity in a fast-growing company.

• A flexible, hybrid way of working from our Berlin location.

• Regular compensation reviews—we reward great work.

• Health, wellbeing and insurance benefits designed for our employees in Germany.

• Family-friendly leave and support in line with local requirements and company policy.

• Flexible time off so you can take a break when you need it.

• A well-equipped Berlin office, including lunch and kitchen provisions.

• A MacBook as standard, with flexibility to choose the equipment that helps you do your best work.

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Source: Arbeitnow (https://www.arbeitnow.com/jobs/companies/intercom/engineering-manager-ai-group-berlin-33291)