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Customer Engineering Lead

Pace· Applied AI
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New York CityFull-timePosted 1w ago

About the role

Customer Engineering Lead to own customer success after deployment and build the team behind it; work with customers to understand systems, investigate agent behavior, resolve product and integration issues, hire and coach a Customer Engineering team, and build playbooks, tools, and processes to scale the function.

Responsibilities

  • Own customer outcomes: Set the standard for how we support customers after deployment. Own key relationships, set clear expectations, and ensure questions and escalations reach resolution.
  • Lead technical investigations: Debug issues across prompts, tools, workflows, data, and integrations. Use logs and structured analysis to find root causes, fix issues directly when possible, and help the team work through unfamiliar problems.
  • Design solutions with customers: Understand customer systems, security requirements, and operating constraints. Weigh architecture and integration tradeoffs and turn messy requirements into practical solutions.
  • Build and lead the team: Hire, coach, and develop customer engineers. Establish clear ownership across customer portfolios, help prioritize competing issues, and build the team’s technical judgment and customer communication skills.
  • Partner with Product & Engineering: Ensure issues are well diagnosed before escalation and drive them through resolution. Synthesize customer feedback and turn recurring patterns into product improvements.
  • Build the Customer Engineering function: Create playbooks, tools, documentation, and escalation paths that make the team faster and more effective. Track recurring issues and resolution quality, and use what you learn to improve how the function operates.

Qualifications

  • Operate with autonomy and urgency.
  • Are strong in systems and debugging.
  • Have strong customer presence.
  • Can lead and develop a technical team.
  • Turn ambiguity into action.
  • Prefer hands-on leadership.
  • Have experience in customer success, solutions engineering, or customer engineering and hold a four-year degree.

Skills

Required:Autonomy and urgencySystems and debuggingCustomer presenceTeam leadership

Benefits

  • Competitive salary and meaningful equity ownership
  • Medical, dental, and vision insurance
  • Unlimited paid time off
Last updated Oct 18, 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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