Customer Engineering Lead

The role

You will own customer success after deployment and build the Customer Engineering team. You will work with customers to understand systems, investigate agent behavior, and resolve product and integration issues.

What you will do

• Own customer outcomes and key relationships
• Lead technical investigations by debugging prompts, tools, workflows, data, and integrations
• Design solutions by understanding customer systems, security requirements, and operating constraints
• Hire, coach, and develop customer engineers
• Partner with Product and Engineering to drive issue resolution
• Synthesize customer feedback into product improvements
• Build the Customer Engineering function through playbooks, tools, and documentation
• Track recurring issues and resolution quality

Required qualifications

• Strong in systems and debugging including SQL, APIs, logs, data flows, and cloud architectures
• Can lead and develop a technical team
• Experience in customer success, solutions engineering, or customer engineering
• Hold a four-year degree

Nice to have

• Experience with agentic AI
• Insurance or financial services
• Building a customer-facing technical function from zero

Benefits

• Competitive salary
• Meaningful equity ownership
• Medical, dental, and vision insurance
• Unlimited paid time off

About the company

Pace helps leading insurers run complex operations through AI agents and expert human review. They are building technology to transform operations alongside some of the largest insurers in the world.