Field Engineer
Decagon · New York, United States +1 · 8mo ago
About Decagon
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.
We’re an in-office company, driven by a shared commitment to excellence and velocity. 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 Field Engineer, you will own the technical scoping and implementation of the most complex requirements that Decagon's enterprise prospects and customers bring to us. You will be the technical expert and trusted advisor to enterprise prospects and customers, proving technical feasibility during the evaluation, and may carry that work through to production.
The role is dynamic and cross-functional. You will build complex integrations, configure and optimize agents that deploy into production environments, partner with Solutions Engineers, Product and Engineering to build features your accounts require, and establish technical credibility with stakeholders across the C-suite, platform engineering, and CX organizations.
In this role, you will
Own the technical win on Decagon's most critical enterprise opportunities, partnering with Account Executives, Solutions Engineers and Agent Product Managers to build software and agents that turn sophisticated, skeptical buyers into signed customers.
Design and deliver custom integrations against enterprise telephony and CCaaS platforms, carrying them from prototype through production deployment.
Configure and optimize enterprise-grade AI agents using Agent Operating Procedures, iterating against production conversation data and instrumenting the metrics required to measure improvement.
Diagnose and resolve issues in live customer instances across telephony, voice flows, tool calls, and third-party integrations in order to protect at-risk go-lives.
Lead exploratory discussions with customers to help them understand how they can use AI in their technology stack to unlock business value
Educate customers on how to extract more value from the Decagon platform through technical enablement
Your background looks something like this
Have 4+ years experience owning highly ambiguous and technical projects. This includes software engineers, ex-founders, and forward-deployed roles at high-growth technology companies.
Write production-grade code in Python, SQL, or similar languages.
You have built integrations against third-party APIs and enterprise systems, and you are comfortable working from unfamiliar documentation to get something working quickly.
You can hold your own in a technical conversation with a customer's engineering team and translate what you learn into a concrete implementation plan.
You are comfortable navigating ambiguity and collaborating cross-functionally.
Benefits
We proudly offer the following benefits for our full-time employees:
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension)
Parental Leave
Fertility and family building benefits through Carrot
Monthly stipend to support your wellness, lifestyle, and work-life balance
Daily lunches and snacks in the office to keep you at your best
Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.