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Founding Customer Engineer

Pace· Applied AI
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New York CityFull-timePosted 2mo ago

About the role

Pace is hiring a Founding Customer Engineer to own customer success after deployment and shape the function from the ground up. This role involves working directly with customers to understand systems, investigate agent behavior, and resolve product and integration issues with speed and judgment, across Product and Engineering, without shipping core production code.

Responsibilities

  • Own customer outcomes: Serve as the primary point of contact for a portfolio of customers, set clear expectations, and drive questions and escalations through resolution.
  • Investigate and debug agent behavior: Triage issues across prompts, tools, workflows, data, and integrations. Use logs and structured analysis to find root causes and fix issues directly when possible.
  • Design solutions with customers: Understand customer systems, security requirements, and operating constraints; weigh architecture and integration tradeoffs; turn messy requirements into practical solutions.
  • Partner with Product & Engineering: Represent the customer by synthesizing feedback, diagnosing issues before escalation, driving each escalation to resolution, and turning recurring patterns into product improvements.
  • Build the Customer Engineering function: Create playbooks, tools, documentation, and escalation paths that make customer support faster and more repeatable.

Qualifications

  • Operate with autonomy and urgency.
  • Strong in systems and debugging: SQL, APIs, logs, data flows, cloud architectures; read code when useful; methodically debug unfamiliar systems.
  • Strong customer presence: Clear communication with operators, engineers, and executives; earn trust to lead through difficult issues.
  • Turn ambiguity into action: Diagnose issues from messy workflows into practical solutions and repeatable processes; know when to escalate.
  • Hands-on problem solving: Desire to learn the product deeply, deliver excellent work, and help build an early-stage function.
  • Experience in customer success, solutions engineering or customer engineering and a four-year degree. Experience with agentic AI, insurance or financial services, or building a function from zero is a plus.

Skills

Required:Autonomy and ownershipSystems and debuggingCustomer communicationProblem solving in ambiguityHands-on product curiosity
Nice to have:Domain experience
Last updated Aug 16, 2026. Interested? Apply on the company site.

About Pace

The AI operations platform for insurance

Pace turns operating procedures for carriers, brokers, and MGAs into agentic systems that execute complex workflows across documents, systems, and customer channels.

AIBPOagentsautomationinsuranceintegrationobservabilityoperational efficiency
Company profileWebsite

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