# Director of Customer Engineering, Agent Builder

**Company:** [Decagon](https://hotfix.jobs/companies/decagon)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $250k – $320k/yr
**Experience:** 10+ years
**Skills:** APIs, Integrations, LLMs, AI Agents, Prompting, Evaluation, Guardrails, SaaS, CRM, Workflow Design
**Posted:** 2026-02-07

> Leads technical delivery team building and deploying AI agents for enterprise customers, managing end-to-end executions, scaling operations, and influencing product roadmap. Requires 10+ years in technical customer-facing roles and 5+ years people management.

## Job Description

## In this role, you will
- **Lead and scale a high-performing delivery org**
  - Own end-to-end execution of AI agent deployments for enterprise customers across a portfolio, from scoping through launch and iteration.
  - Build, lead, and develop a team of Agent Builders; hire, coach, and set a high bar for quality, velocity, and customer outcomes.
  - Establish delivery operating rhythms (planning, reviews, retros), capacity planning, and forecasting to ensure predictable execution.

- **Drive executive-level customer engagements**
  - Interface with senior technical stakeholders and executives to define success criteria, align on constraints (security/compliance), and drive delivery against timelines.
  - Lead complex escalations and unblock cross-functional teams when quality, timelines, or customer outcomes are at risk.
  - Translate customer needs into crisp internal documentation and execution plans across Product/Engineering/GTM.

- **Create repeatable playbooks and scale mechanisms**
  - Define and standardize delivery methodologies and artifacts (e.g., AOP quality bar, launch readiness checklists, iteration loops).
  - Establish best practices for evaluation and guardrails to ensure safe, compliant, and predictable agent performance in real-world scenarios.
  - Improve tooling and processes to reduce time-to-launch and increase reliability across deployments.

- **Influence the platform roadmap through deployment insights**
  - Identify recurring product/platform gaps and drive prioritization with Engineering and Product leadership.
  - Partner with internal teams to turn real customer needs into platform improvements that compound across deployments.

## Your background looks something like this
- 10+ years of relevant experience in technical, customer-facing roles (e.g., forward-deployed engineering, solutions engineering, technical consulting, implementation engineering, technical product/PM, or similar).
- 5+ years of people management experience, including hiring, coaching, performance management, and building high-performing teams; ideally experience leading senior ICs and/or managers.
- Strong technical foundation—comfortable working with **APIs**, integrations, and complex systems; able to go deep to diagnose issues and guide solution architecture.
- 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 execution plans, and drive delivery.
- Comfort operating in fast-moving, ambiguous environments where you build structure while maintaining momentum.

## Even better if you have
- Experience deploying **LLM**-based products or **AI agents** in production (prompting, evaluation, guardrails, tooling, workflow design).
- Experience with enterprise **SaaS integrations** (e.g., ticketing systems, **CRM**, data pipelines) and security/compliance considerations.
- Strong product instincts—ability to define success metrics, write crisp requirements, and contribute customer insight back into product roadmap.
- Experience scaling a delivery function from high-touch execution to repeatable playbooks and durable operating cadence.

## Compensation
$250K – $320K + Equity

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