Founding Customer Engineer

The role

The Founding Customer Engineer will own customer success after deployment and shape how the function operates. You will work with customers to understand systems, investigate agent behavior, and resolve product and integration issues.

What you will do

• Serve as the primary point of contact for a portfolio of customers
• Drive questions and escalations through resolution
• Triage issues across prompts, tools, workflows, data, and integrations
• Use logs and structured analysis to find root causes and fix issues
• Understand customer systems, security requirements, and operating constraints
• Weigh architecture and integration tradeoffs
• Synthesize customer feedback and diagnose issues
• Turn recurring patterns into product improvements
• Create playbooks, tools, documentation, and escalation paths

Required qualifications

• Experience in customer success, solutions engineering or customer engineering
• Hold a four-year degree
• Work with SQL, APIs, logs, data flows, and cloud architectures
• Read code when useful

Nice to have

• Experience with agentic AI
• Experience in insurance or financial services
• Experience building a function from zero

About the company

Pace is the AI operations partner for leading insurers. They combine AI agents with expert review to automate complex insurance workflows.