Senior Manager, Forward Deployed Engineering

Intercom; San Francisco (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Fin is seeking a commercially-minded engineering leader to build and manage their Forward Deployed Engineering (FDE) New Business team in San Francisco. In this pivotal role, you will ensure successful deployments of Fin's AI-first platform, engaging both technically and strategically to drive value for customers.

Your responsibilities include leading a high-performing team, supporting large opportunities with technical insights, and developing reusable tools that enhance the organization's efficiency. This hands-on role requires strong sales expertise and collaboration with R&D teams.

Qualifications

• Demonstrated experience in leading high-performing engineering teams.
• Strong ability to navigate complex customer engagements.
• Experience in technical guidance for large-scale deployments.

Responsibilities

• Lead and coach a high-performing Forward Deployed Engineering team.
• Own end-to-end outcomes with clarity in communication.
• Support complex, seven-figure opportunities with technical guidance.

Skills

Commercial fluency

Team leadership

Technical execution

Sales expertise

Job description

Fin is the AI Customer Agent company 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 for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

What’s the opportunity?

We are seeking a commercially‑minded engineering leader to build and lead our Forward Deployed Engineering (FDE) New Business team. This role is pivotal in helping Fin scale its AI‑first platform to the world’s most complex organizations.

You will own both the technical execution and the business value outcomes, ensuring that our high‑stakes deployments result in tangible success for our customers.

About this Role

This role is both strategic and hands‑on. You will lead a Forward Deployed Engineering team that focuses on winning complex, large deals and navigating ambiguous customer engagements.

Unlike traditional engineering management roles, this position demands high commercial fluency and a tight feedback loop with our R&D teams. You will collaborate closely with Sales, Solutions and Product to not only deliver customer transformation but also to translate field experience into sharp, actionable feedback that shapes our roadmap. You will be responsible for codifying what works in the field into tools and playbooks that create leverage for the wider organization.

What will I be doing?

• Lead, coach, and nurture a high‑performing FDE team while operating under pressure in high‑stakes customer engagements.
• Own end‑to‑end outcomes through clarity in communication, speed of execution, tight coordination, and technical quality.
• Operate as a player‑coach, actively engaging in strategic deals while developing team capabilities. We value leaders who are in the details, and “show, not tell”.
• Support complex, seven‑figure opportunities with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.
• Codify successful deployments into reusable tools, playbooks, and inputs to the product roadmap, and create leverage for Fin and our customers.