Principal Demo Engineer

What's the opportunity? 

Fin is an AI-first company revolutionizing how customer service is delivered today. Our entire platform is driven by a set of advanced AI Agents, who blend automation with empathy, setting a new standard in customer experiences at scale. At Fin, you’ll help shape the future of AI-first customer experiences, showing our customers the transformative power of artificial intelligence. By inspiring a bold vision and delivering impactful solutions, you’ll make AI-powered experiences not just possible, but a reality for our customers.

About the Role

There's an enormous difference between building a Fin demo and deploying Fin in production. A Solutions Engineer can stand up an impressive AI agent demo in an afternoon. Making that demo reliably show what Fin actually does - across every channel, every persona, every vertical, in front of the world's most discerning buyers - is a different discipline entirely.

That discipline is what we're hiring for. As a founding Fin Demo Engineer, you'll own the platform and tooling that powers every Fin demo at Intercom - the environments, seeded data, integrations, reset infrastructure, and reusable building blocks our Solutions Engineers rely on every day. You won't be running demos yourself. You'll be the force multiplier behind the people who do.

Aside from building the systems to support demos, you will embed with our product teams to support net new product releases before they go-to-market. You will understand how to position the product, collaborate on talk tracks with PMM, and figure out how to build simulations, hands-on training materials and challenges to train the field in our products.

It's also a role that lives at the intersection of Product Engineering, PMs, GTM, Enablement, and SE. You'll need to be a talker - comfortable juggling lots of relationships across the company, and moving work forward through clarity, not just code.

Why This Role Matters:

How we demo Fin shapes how the market understands AI in customer service. This role sits at the intersection of Product, GTM, PMM, Enablement and Engineering - with outsised leverage on revenue.

What will I be doing? 

• Own the Fin demo platform end-to-end. Multi-tenant mock workspaces, seeded data, configuration, reset infrastructure, and guardrails that make demos reliable, fast, and safe.
• Build first-class demo features into Fin itself. Create UI and workflows so SEs can spin up, reset, and tailor demo accounts in minutes - not hours.
• Use AI to prepare demos. Use Fin itself (and other models) to research prospects, synthesize realistic org structures and conversations, and auto-configure demos for specific verticals and use cases.
• Let SEs move faster. Build templates, libraries, and scripting hooks so SEs can compose complex demo scenarios with guardrails - not raw access to production.
• Show Fin across every surface it touches. Web Messenger, mobile SDKs, voice, email, Slack, API-driven workflows. The demo should match how customers will actually deploy.
• Partner with Enablement. Design hands-on training, demo libraries, and certification paths that ramp SEs and AEs faster than anywhere else in the industry.
• Stay one step ahead of the product roadmap. When a new Fin capability ships, the demo for it should already exist.  This happens with strong collaboration with our product teams directly.
• Codify what works. Turn patterns from the field into tools, templates, and playbooks the whole GTM org can use.

What skills do I need? 

Must-haves

• 6+ years building software in a customer-facing technical role - Solutions Engineering, Developer Relations, Founding Engineer, or similar.
• Hands-on AI/LLM product experience. You've built with LLMs, you understand RAG, tool use, agents, and evals, and you know the practical limits of current models.
• Strong full-stack chops: TypeScript on the front end plus one strong backend language (Ruby, Go, or Python), and comfort working across web and mobile (iOS/Android or React Native).
• Deep familiarity with SDKs, wrappers, and developer-facing APIs - you've both built them and integrated against them. RESTful APIs and SaaS integrations are second nature.
• You've made yourself measurably more productive with Claude Code or equivalent agentic coding tools. You can show concrete examples of where AI doubled your output - and you'll teach the rest of the SE org to do the same.
• Design sensibility. You care how the demo looks, not just what it does. You know that a demo that works but looks amateurish loses deals.
• An eye for what makes a demo land - the difference between a feature walkthrough and a story that closes deals.

Nice-to-haves

• Background in customer support, contact center, or CX tooling.
• Experience building internal platforms or developer tooling at scale.
• Experience designing or maintaining multi-tenant demo or sandbox environments, including synthetic or anonymised data.
• Prior work that bridged engineering and revenue - lighthouse deals, founding-engineer scope, or solutions engineering platforms.

Benefits 

We are 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 start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

#LI-Hybrid