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About the Role
We are seeking a Customer Engineering Lead to manage customer success post-deployment and build the associated team. This role involves direct customer interaction to understand systems, investigate agent behavior, and resolve product and integration issues efficiently. You will manage key customer relationships, lead escalations, and be responsible for hiring, coaching, and setting standards for the Customer Engineering team.
Responsibilities
- Own customer outcomes by setting the standard for post-deployment customer support, managing key relationships, setting expectations, and ensuring resolution of questions and escalations.
- Lead technical investigations by debugging issues across prompts, tools, workflows, data, and integrations, using logs and analysis to find root causes, fix issues directly, and guide the team through complex problems.
- Design solutions with customers by understanding their systems, security requirements, and operating constraints, evaluating architecture and integration tradeoffs, and translating requirements into practical solutions.
- Build and lead the team by hiring, coaching, and developing customer engineers, establishing clear ownership, prioritizing issues, and enhancing the team's technical judgment and communication skills.
- Partner with Product & Engineering to ensure issues are well-diagnosed before escalation and drive them to resolution, synthesizing customer feedback to inform product improvements.
- Build the Customer Engineering function by creating playbooks, tools, documentation, and escalation paths to improve team efficiency and effectiveness, tracking recurring issues and resolution quality to refine operational processes.
Requirements
- Ability to operate with autonomy and urgency, taking ownership and making progress without close supervision.
- Strong systems and debugging skills, including proficiency with SQL, APIs, logs, data flows, and cloud architectures.
- Ability to read code when useful and methodically debug unfamiliar systems.
- Strong customer presence with clear communication skills for operators, engineers, and executives.
- Proven ability to lead and develop a technical team, managing customer engineers, solutions engineers, or similar roles.
- Capacity to turn ambiguity into action, moving from messy workflows to clear diagnoses, practical solutions, and repeatable processes.
- Preference for hands-on leadership, deep product learning, and involvement in difficult problems.
- Experience in customer success, solutions engineering, or customer engineering.
- Hold a four-year degree.
- Experience with agentic AI (bonus).
- Experience in insurance or financial services (bonus).
- Experience building a customer-facing technical function from scratch (bonus).
Skills
- SQL
- APIs
- Logs
- Data flows
- Cloud architectures
- Debugging
- Customer communication
- Team leadership
- Technical problem-solving
Experience Level
- Leadership experience
Education Level
- Four-year degree
Salary/Compensations
- Competitive salary
Benefits
- Meaningful equity ownership
- Medical insurance
- Dental insurance
- Vision insurance
- Unlimited paid time off
About the Company
- Pace helps leading insurers run complex operations through AI agents and expert human review.
- Financial institutions spend nearly $400 billion annually on outsourced work.
- We’re building technology to transform those operations alongside some of the largest insurers in the world.