Lead Customer Engineer at ASAPP

Mountain View, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Artificial Intelligence, Customer ExperienceIndustries

Requirements

5+ years of relevant experience (product manager, consultant, founder, engineer, etc.)
Deep technical skills—able to understand and shape complex AI agent designs
Strong communication and relationship-building skills with executive stakeholders
Comfortable working in fast-moving environments where you shape solutions and build them
Track record of driving business outcomes through technology
Computer Science, Engineering, or Math degree—or equivalent technical experience (preferred)
Experience with Generative AI, Agentic AI, or conversational AI technologies (preferred)
Background in product management, engineering, or technical leadership roles (preferred)

Responsibilities

Own customer implementations, bringing an entrepreneurial creativity and "do what it takes" urgency
Craft implementation strategy for complex enterprise environments
Build and optimize enterprise AI agents with customers—understanding their workflows, pain points, and goals
Work as strategic advisor with customer executive teams to define their AI roadmap
Run feedback loops with Engineering—influence features based on customer needs
Guide and mentor L1/L2 Customer Engineers in execution and customer thinking
Lead beta testing and drive adoption of new AI capabilities

Skills

Key technologies and capabilities for this role

Generative AIAI AgentsImplementation StrategyEnterprise EnvironmentsCustomer OnboardingAI OptimizationCustomer Engineering

Questions & Answers

Common questions about this position

Is remote work an option for this role?

ASAPP embraces both hybrid and remote work arrangements across their global hubs in New York City, Mountain View, Latin America, and India.

What are the key required skills for the Lead Customer Engineer role?

Candidates need 5+ years of relevant experience, deep technical skills to understand and shape complex AI agent designs, strong communication and relationship-building skills with executives, comfort in fast-moving environments, and a track record of driving business outcomes through technology.

What is the company culture like at ASAPP?

ASAPP values customer obsession, purposeful speed, ownership, relentless focus on outcomes, tight skilled teams, clarity over complexity, curiosity, data, and craftsmanship, with a globally diverse team that thrives in fast-paced environments.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What makes a strong candidate for this Lead Customer Engineer role?

Strong candidates are relentless problem-solvers with 5+ years experience, deep technical AI skills, executive communication abilities, and a track record of delivering business outcomes; experience in Generative AI, Agentic AI, or conversational AI, plus a technical degree, is a plus.

ASAPP

AI tools for enhancing customer service

About ASAPP

ASAPP provides AI-powered tools to improve customer service operations. Their main product is a conversational AI voice and chat agent that accurately transcribes calls, automates call summaries, and generates automated responses to enhance agent productivity. Targeting businesses with high volumes of customer interactions, such as call centers and support departments, ASAPP operates in the customer experience market, which is growing as companies focus on customer satisfaction. They offer their services through a subscription model, allowing clients to access their tools while ensuring ongoing updates. ASAPP's goal is to enhance human performance in customer service by addressing inefficiencies and providing insights that help businesses make informed decisions and improve customer experiences.

New York City, New YorkHeadquarters

2014Year Founded

$369.6MTotal Funding

SERIES_CCompany Stage

Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Benefits

Learning & Development

Comprehensive Health Benefits

Daily Catered Meals

Vacation

401K Program

Family Leave

Risks

Emerging AI startups could erode ASAPP's market share with similar solutions.

Rapid AI advancements may lead to obsolescence if ASAPP doesn't innovate.

Data privacy concerns and regulatory scrutiny could impact ASAPP's operations and client trust.

Differentiation

ASAPP's AI Native products enhance productivity by automating workflows and augmenting human activity.

The CXP platform provides real-time guidance for customer care and sales agents.

ASAPP's machine learning models continuously learn from interactions, improving agent performance without manual programming.

Upsides

CoachingAI automates quality assurance, allowing supervisors to focus on agent coaching.

Frank Slootman's board membership could enhance ASAPP's strategic market positioning.

AutoTranscribe's high accuracy improves contact center efficiency by reducing transcription errors.

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