Founding Customer Engineer
Pace, New York City
The role
We're looking for a Founding Customer Engineer to own customer success after deployment. As the first hire in this function, you'll shape how it operates and help build it from the ground up.
This is not a traditional support role. You'll work directly with customers to understand their systems, investigate agent behavior, and resolve product and integration issues with speed and judgment. You'll own outcomes end to end and step in wherever needed to keep customers successful.
You'll work across customers, Product, and Engineering. You won't ship core production code, but you'll go deep into logs, data, configurations, APIs, and agent behavior—and make scoped agent changes when that's the fastest path to a solution.
In practice, you will
- 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: