AI Helpdesk Engineering Lead

Fin. The highest performing Customer Agent; Dublin; Hybrid; EUR 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary and equity

Lunch provided

Health and dental insurance

Pension with 4% match

Flexible paid time off

Maternity & paternity leave

Cycle-to-Work scheme

MacBooks provided

Job summary

Fin is seeking an exceptional engineering leader to grow and guide an AI-first Helpdesk team. You will shape the product strategy, align engineering with Product, Design, and AI/ML partners, and deliver high-impact customer-facing experiences across channels.

You will drive architecture decisions, foster an inclusive culture, coach engineers, and help scale a fast-growing startup as part of a hybrid work model with strong focus on quality, speed, and reliability.

Qualifications

• Experience leading software engineering teams building customer-facing products.
• Strong product engineering instincts with focus on user outcomes.
• Ability to shape strategy and create clarity in ambiguity.
• Technical depth to engage in architecture discussions and unblock teams.
• Track record delivering complex work with balance of speed, quality and reliability.
• Proven experience partnering with Product, Design, Data and Support.

Responsibilities

• Lead and grow a high-performing engineering team building AI-first Helpdesk capabilities.
• Set clear goals and create conditions for delivery of valuable product at healthy pace.
• Partner with Product and Design to shape strategy, roadmap, priorities, and outcomes.
• Collaborate with AI/ML partners while focusing on customer-facing experiences.
• Understand customer, agent, and business problems behind the roadmap.
• Provide architectural judgement on quality, reliability, and long-term health.
• Remove impediments and empower the team with increasing autonomy.
• Build an inclusive culture with high ownership, communication and execution.
• Coach engineers and develop senior leaders within the team.
• Contribute to broader AI Helpdesk strategy and cross-team alignment.
• Explore AI-assisted development to improve speed and effectiveness.

Skills

People leadership

Product engineering instincts

Strategic thinking

Excellent communication

Autonomy

AI curiosity

Job description

Fin is seeking an exceptional engineering leader to grow and guide an AI-first Helpdesk team. You will shape the product strategy, align engineering with Product, Design, and AI/ML partners, and deliver high-impact customer-facing experiences across channels.

You will drive architecture decisions, foster an inclusive culture, coach engineers, and help scale a fast-growing startup as part of a hybrid work model with strong focus on quality, speed, and reliability.