Job Details

Customer Engineer, Agent Builder

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.

Our technology enables industry-defining enterprises like Avis Budget Group, Block's Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.

We're building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We're proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.

Our values Just Get It Done, Invent What Customers Want, Winner's Mindset, and The Polymath Principle shape how we work and grow as a team.

About the Role

As a Customer Engineer, Agent Builder, you will be responsible for end-to-end execution of AI agent builds for strategic customers. This is a highly technical delivery role where you will own the implementation work required to launch and scale enterprise-quality agentspartnering with customers and internal teams to define success, translate requirements into build plans, and deliver agents that meaningfully impact the customer's business.

You'll work closely with Agent PMs, Agent Success, Engineering, and GTM teams to create tight feedback loops: executing builds, surfacing gaps, and influencing the evolution of Decagon's agent-building platform based on real customer needs. This role is ideal for someone who thrives in fast-moving environments, enjoys shipping customer-facing technical work, and can balance hands-on execution with structured thinking.

In This Role, You Will

• Own end-to-end execution of AI agent builds for enterprise customers, from initial scoping through launch and iteration.
• Write and maintain key agent-building artifacts (e.g., AOPs), and configure agent behavior to optimize quality, reliability, and business outcomes.
• Configure and validate guardrails to ensure safe, compliant, and predictable agent performance across real-world scenarios.
• Set up, test, and validate customer integrations (e.g., ticketing systems), including building tools and workflows needed for successful deployments.
• Interface with senior technical stakeholders at customers to define success criteria, gather requirements, and drive delivery against timelines.
• Translate customer needs into clear internal documentation and run tight feedback loops with Engineering to drive platform improvements.
• Partner closely with APMs, Engineering, Design, and Go-To-Market teams to deliver consistent, repeatable, best-in-class agent builds.

Your Background Looks Something Like This

• Have 5+ years of relevant experience in a technical customer-facing role (e.g., solutions engineering, forward-deployed engineering, technical consulting, implementation engineering, technical product/PM, or similar).
• Strong technical foundation: comfortable writing code, working with APIs, and building/validating integrations end-to-end.
• Experience delivering production-grade customer solutions that require structured execution, testing/validation, and iteration.
• Ability to communicate clearly with senior technical stakeholders, translate requirements into implementation plans, and drive delivery.
• Comfort working in fast-moving, ambiguous environments where you shape solutions as much as you implement them.

Even Better If You Have

• Experience building with or around LLMs / AI agents (prompting, evaluation, guardrails, tooling, workflow design, etc.).
• Experience with enterprise SaaS integrations (e.g., ticketing systems, CRM, data pipelines) and associated security/compliance considerations.
• A Computer Science, Engineering, or Math degree, or equivalent technical experience.
• Strong product instinct: ability to write crisp PRDs, define success metrics, and contribute customer insight back into product roadmap.

Benefits

• Medical, dental, and vision benefits
• Take what you need vacation policy
• Daily lunches, dinners and snacks in the office to keep you at your best

Compensation

$175K $230K Offers Equity