AI Helpdesk Engineering Manager — Lead High‑Impact Teams (Hybrid)

Fin; Dublin; Hybrid; EUR 120,000 - 180,000; Full time

Job summary

Fin is the AI Customer Agent company on a mission to help businesses provide incredible customer experiences. This role leads an engineering team building AI-first Helpdesk capabilities, partnering with Product, Design, Data and AI/ML to turn customer problems into simple, powerful product experiences.

You will mentor engineers, coach senior staff, and ensure reliability and scalability as Fin scales. We offer a hybrid working environment with scale, opportunities to shape product direction,

Qualifications

• Experience managing software engineering teams building customer-facing products.
• Strong product engineering instincts and an interest in customer problems, user experience, and measurable outcomes.
• Ability to shape strategy, prioritise effectively, and create clarity in ambiguous environments.
• Enough technical depth to engage credibly in architecture discussions and unblock engineers.
• Track record of delivering complex work predictably while balancing speed, quality, and reliability.
• Experience partnering effectively with Product, Design, Data, Customer Support and other senior stakeholders.
• Strong coaching experience and a track record of developing senior talent and inclusive teams.
• Excellent written and verbal communication skills.
• Curiosity about AI-native products and how AI-assisted engineering changes how teams work.
• High degree of autonomy, sound judgment, and bias toward action.

Responsibilities

• Lead and grow a high-performing engineering team building AI-first Helpdesk capabilities.
• Set clear goals and create conditions for the team to deliver valuable, reliable product at a healthy pace.
• Partner with Product and Design to shape strategy, roadmap, priorities, and customer outcomes.
• Work with AI and ML partners while focusing on building excellent customer-facing product experiences.
• Understand customer, agent, and business problems behind the roadmap and not just delivery.
• Provide technical judgment on architecture, quality, reliability, and long-term health.
• Remove impediments and help the team make autonomous decisions with clarity.
• Foster an inclusive, collaborative team culture with strong ownership and communication.

Skills

People leadership

Product engineering

Strategy & roadmapping

Technical depth

Delivery excellence

Stakeholder management

Coaching engineers

Communication

AI curiosity

Autonomy

Job description

Fin is the AI Customer Agent company on a mission to help businesses provide incredible customer experiences. This role leads an engineering team building AI-first Helpdesk capabilities, partnering with Product, Design, Data and AI/ML to turn customer problems into simple, powerful product experiences.

You will mentor engineers, coach senior staff, and ensure reliability and scalability as Fin scales. We offer a hybrid working environment with scale, opportunities to shape product direction,