Customer Engineering Lead

Pace helps leading insurers run complex operations through AI agents and expert human review. We are looking for a Customer Engineering Lead to own customer success after deployment and build the team behind it. The role works directly with customers to understand their systems, investigate agent behavior, and resolve product and integration issues. It is a hands-on leadership role that combines customer ownership, technical investigation, team building, and function building. The role does not ship core production code.

Responsibilities

Own customer outcomes and key relationships after deployment; Lead technical investigations across prompts, tools, workflows, data, and integrations; Design solutions with customers by understanding their systems, security requirements, and operating constraints; Build and lead the team by hiring, coaching, and developing customer engineers; Partner with Product and Engineering to diagnose and resolve issues and turn customer feedback into product improvements; Build the Customer Engineering function, including playbooks, tools, documentation, and escalation paths; Make scoped agent changes when that is the fastest path to a solution

Requirements

Experience in customer success, solutions engineering, or customer engineering; Four-year degree; Strong in systems and debugging, including SQL, APIs, logs, data flows, and cloud architectures; Experience managing or leading customer engineers, solutions engineers, or a similar team; Operates with autonomy and urgency; Strong customer presence and clear communication with operators, engineers, and executives; Turns ambiguity into action; Prefers hands-on leadership

Nice to have

Experience with agentic AI; Experience in insurance or financial services; Experience building a customer-facing technical function from zero

Benefits

Competitive salary and meaningful equity ownership; Medical, dental, and vision insurance; Unlimited paid time off