“The collaboration between Support and Engineering is complicated at times. They can come from very different perspectives, but AI is starting to bring them closer together.” At our Fin x @jamdotdev x @vercel meetup in San Francisco, David Lynch, Matt Rubright, and Lindsey Simon shared how AI is closing the gap between the teams that talk to customers and the teams that build the product. They discussed rising customer expectations, shifting team boundaries, and how AI now lets anyone improve what they see without waiting for a long handoff chain. The throughline: AI is enabling tighter feedback loops between Support and Engineering, so customers and engineers are no longer separated by tickets, and every customer issue becomes a signal for product improvement. Take a look below, and subscribe to our Luma calendar to join an upcoming Fin meetup.

“Great support is proactive, not reactive. And that’s what AI finally lets us do.” That idea shaped the conversation at our Fin × @jamdotdev × @vercel meetup in San Francisco, where we explored how AI is connecting support and engineering, closing the gap between reporting an issue and resolving it. From systems that investigate problems before a ticket is filed, to support agents becoming QA testers and problem solvers, the night highlighted a cultural shift that’s underway: The boundary between support and engineering is disappearing with AI-powered loops, where support informs engineering, engineering builds for support, and both sides collaborate in real time, making customer experience seamless, predictive, and human. As one panelist put it, “We’re all on team support.” And in the AI era, that mindset is becoming the operating model. Take a look at the video below to hear how teams are rethinking roles, workflows, and what “good” looks like when humans and AI debug together. If you’d like to join a future Fin meetup, subscribe to our Luma calendar. 👇

“We’re all on team support. It doesn’t matter what your title says, our job is to understand what’s happening for the customer and fix it.” The line between support and engineering is disappearing. At our recent meetup in San Francisco, leaders from @intercom, @jamdotdev, and @vercel explored how AI is turning every customer issue into a feedback loop that drives product improvement. David Lynch (VP of Engineering, Intercom, building Fin), Matt Rubright (Chief Customer Officer, Jam), and Lindsey Simon (VP of Engineering, Vercel) shared how their teams are using AI to close the gap between problems and fixes; from predictive alerts to automated routing and even self-healing systems. Thanks to everyone who joined for the conversation! If you’d like to be part of the next Fin meetup, subscribe to our Luma calendar ↓