About the Role

Fini is building the future of enterprise customer support. Our self-learning AI agents autonomously resolve up to 90% of customer tickets, lift CSAT by double digits, and cut support costs at scale, for companies like Bitdefender, TrainingPeaks, and CoverGenius.

Our agents improve on their own. But getting a new enterprise to production-grade reliability is an active discipline: defining what "correct" looks like for their world, then using our self-learning tooling to turn that signal into a better agent, faster than anyone else can. That's the work.

We're looking for an AI Solutions Engineer who is rigorous, curious, and obsessed with getting AI behavior right. The role sits at the intersection of AI reasoning, customer solutions, and real-world performance. You'll work directly with our customer and engineering team to operate Fini's self-learning loop, build the evaluation signal that powers it, and help define what "good" looks like at enterprise scale.

What You Will Own

Self-Learning Operations

• Use Fini's self-learning tooling to run and tune the improvement loop for enterprise agents.
• Turn evaluation signal into measurable agent improvements, and verify each iteration moves the right metrics.
• Build repeatable workflows so the Solutions team can drive this loop at scale.

Evaluation & Golden Sets

• Design and run structured evaluations across Fini's AI agents for enterprise customers.
• Maintain and expand golden sets, the curated conversation benchmarks that define ground truth and feed the learning loop.
• Track evaluation metrics over time and flag regressions as customer configurations evolve.

AI Reasoning Analysis

• Trace why the model responds the way it does: reasoning paths, prompt sensitivity, knowledge boundaries.
• Surface the edge cases that teach the agent to improve, and categorize behavior across ticket types, industries, and configurations.
• Turn those findings into insights that directly inform agent improvements and customer outcomes.

What We're Looking For

• Strong analytical thinking. You enjoy pulling problems apart and finding root causes.