Principal Engineer, Web Platform – Team Web

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? Fin's website is a strategic growth lever for the company — powering storytelling, brand, experimentation, and product discovery. As our Principal Engineer, you will shape the technical direction and architectural evolution of our web platform and systems.

You’ll act as the technical leader across our marketing and growth web surfaces. This is a cross-functional engineering leadership role, partnering with marketing, analytics, design, data science, and engineering teams — to ensure our web stack is modern, performant, measurable, and delightful to build on. You’ll operate with a high degree of autonomy and will be accountable for setting the long-term technical strategy for the team and executing against it.

What will I be doing? As a senior technical leader, you will: Own and evolve the architecture of Fin's web platform. Define the long-term technical strategy for the web team, focusing on scalability, performance, developer productivity, observability, and system reliability.

Collaborate closely with marketing, design, analytics, and data science stakeholders to ensure the platform supports their goals with accuracy, performance, and agility. Lead and influence the design and implementation of MarTech systems for event tracking, attribution, funnel reporting, A/B testing infrastructure, and more. Partner with engineers across web, infrastructure, and data to create a high-quality, cohesive technical ecosystem.

Mentor and elevate engineers across the team and organisation — providing guidance on architecture, data modeling, system design, and engineering best practices. Set the standard for technical excellence in reliability, maintainability, code quality, and operational readiness. Provide technical leadership and insight to Engineering Managers, Product Managers, and executive stakeholders - communicating risks, trade-offs, and opportunities clearly.

Contribute hands-on to the codebase — leading by example and helping unblock and accelerate key projects. What skills do I need? We’re looking for someone who brings deep technical expertise, cross-functional leadership, and strong domain knowledge in web systems.

You should have: 12+ years of software engineering experience Experience in a high-scale growth-focused web environment. A track record of technical leadership and influencing technical direction across multiple teams or departments. js and the React ecosystem.

Experience with headless CMS platforms such as Contentful or Sanity - including content modeling, migration, and multi-site architecture. Experience with infrastructure-as-code (Terraform) , cloud platforms ( AWS, CloudFront, S3 ), and deployment platforms (Vercel). Experience designing or operating experimentation infrastructure - A/B testing frameworks, event instrumentation, attribution systems and tools like Eppo.