The posting
Pace is the AI operations partner for leading insurers. We combine AI agents with expert review to automate complex insurance workflows. Financial services companies spend nearly $400bn a year on outsourcing; we're changing that by working alongside some of the world's largest institutions.
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: 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; and 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 the playbooks, tools, documentation, and escalation paths that make customer support faster and more repeatable.
YOU'RE A GREAT FIT IF YOU:
- Operate with autonomy and urgency. You take ownership, make progress without close oversight, and stay calm when issues are ambiguous or time-sensitive.
- Are strong in systems and debugging. You can work with SQL, APIs, logs, data flows, and cloud architectures, read code when useful, and methodically debug unfamiliar systems.
- Have strong customer presence. You communicate clearly with operators, engineers, and executives, and customers trust you to lead through difficult issues.
- Turn ambiguity into action. You can move from messy workflows and incomplete information to a clear diagnosis, practical solution, and repeatable process—and know when to keep digging or bring in another team.
- Prefer hands-on problem solving. You want to learn the product deeply, deliver excellent work, and help build an early-stage function.
- Have experience in customer success, solutions engineering or customer engineering and hold a four-year degree. Experience with agentic AI, insurance or financial services, or building a function from zero is a plus.
TEAM CHARACTERISTICS
The Pace team shares two defining characteristics:
1. Integrity: We want to work with good people committed to doing the best work of their careers. We believe meaningful impact takes sustained focus, and we're building for the next 5-10 years.
2. Ambition: We're building more than a successful vertical AI company. We're pursuing a $100bn+ outcome across vertical services and want teammates whose ambitions match the opportunity—whether they aim to become exceptional individual contributors, lead at scale, or start companies of their own.
We're building a talent-dense team where people grow into world-class individual contributors, business owners, and leaders. We want Pace to accelerate your growth for the long term.
We're a <40 person team based in-person across New York and London and are lucky to be perfectly positioned with leading customers and top investors to make a real impact on one of the largest industries in the world.
