Decagon — Customer Engineer, Agent Builder

Type: Full-time | On-site (5 days) | San Francisco, CA (also NY / Toronto / London) Compensation: $175,000–$230,000 + competitive equity Hiring count: 10 Visa sponsorship: Yes — H-1B Reports to: Agent Builder Manager

Decagon is the leading conversational AI platform, empowering brands to deliver concierge customer experiences. Its technology lets enterprises like Avis Budget Group, Block's Cash App and Square, Chime, Oura Health, and Hunter Douglas deploy AI agents across voice, chat, email, SMS, and every other channel. Backed by a16z, Accel, Bain Capital Ventures, Coatue, Index Ventures, and others. In-office company; values are Just Get It Done, Invent What Customers Want, Winner's Mindset, and The Polymath Principle.

Founded: 2023 | Team size: 201–500 | Stage: Series D+ Industry: Conversational AI / Consumer Tech Website: decagon.ai Office: San Francisco (role also open in NY, Toronto, London)

• Category leader, marquee logos: Powers AI agents for Avis Budget Group, Cash App, Square, Chime, Oura, and Hunter Douglas across every support channel.
• Top-tier backing: a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures — Series D+ with real enterprise traction.
• Own the whole thing: End-to-end delivery of enterprise AI agent builds — technical build plus direct senior-stakeholder ownership, not split into two half-roles.

• No intake-call transcript was available in the role page (Intake Video only — not transcribed). Fill this in if David has notes from the intake.

Decagon is hiring Customer Engineers and Agent Builders to own end-to-end execution of AI agent builds for enterprise customers, from initial scoping through launch and iteration. This is a highly technical delivery role: agent builders write and configure key components, validate integrations, and interface directly with senior technical stakeholders on the customer side.

The split between technical build and customer-facing work is dynamic and shifts with the customer lifecycle, generally landing close to 50/50 or 60/40 technical-to-customer-facing. Fast-moving, hands-on culture — not a 9-to-5, but not an always-on grind. Communication matters enormously: the team's internal bar is whether they'd feel confident handing this person off to walk the CEO through their work directly.

• →End-to-end execution of AI agent builds for enterprise customers, from scoping through launch and iteration
• →Write and maintain key agent-building artifacts and configure agent behavior for quality, reliability, and business outcomes
• →Configure and validate guardrails for safe, compliant, predictable agent performance
• →Set up, test, and validate customer integrations (ticketing systems and comparable), building any tools or workflows needed
• →Interface directly with senior technical stakeholders at customers to define success criteria and drive delivery against timelines
• →Partner closely with Agent PMs, Engineering, Design, and GTM teams to deliver consistent, repeatable agent builds

Tech stack: Python (hard requirement), APIs / integrations; LLM/agent tooling (prompting, evaluation, guardrails, workflow design)

Nice-to-have (from role body): Building with or around LLMs and AI agents; enterprise SaaS integrations (ticketing, CRM, data pipelines) with security/compliance considerations; CS/Engineering/Math degree or equivalent; strong product instinct (crisp requirements docs, success metrics).

• 3-5 years technical customer-facing (5-7 for Toronto)
• Strong Python proficiency (hard requirement)
• API integration experience end to end
• SF / NY / Toronto / London, 5 days in-office

• Software engineering background with a genuine, demonstrated pull toward customer-facing work
• Started in software engineering or forward-deployed engineering, then pivoted toward customer-facing technical delivery
• Strong quantitative or Computer Science degree from a well-regarded program
• Comfortable owning both the technical build and the customer relationship without needing the two responsibilities split apart
• Post-sales orientation and interest, since this role sits exclusively on the post-sales side

• Background as an IT manager or in IT operations without transferable hands-on technical build experience
• Currently at Cognition or Sierra (do not contact due to existing relationships)
• Currently at C3 AI or Amazon (historically weak fit in this process)
• Interested only in pre-sales work; this role's lane is exclusively post-sales
• Career built entirely in a single large enterprise without independent technical delivery signal

• Salary — $175,000–$230,000
• Equity — Competitive equity
• On-site policy — 5 days in-office
• Visa sponsorship — H-1B
• Employment type — Full-time
• Location — San Francisco, CA (also NY / Toronto / London)

From the role page's Required Candidate Q&A (section was truncated by a "Show More" — confirm there are no additional questions).

1. Phone Number
2. LinkedIn
3. What college/university did you attend?

Stage 1 — Pending Approval — Candidates awaiting initial approval. Stage 2 — Application Review Stage 3 — Qualified / Holding Stage 4 — Recruiter / HM Screen Stage 5 — Initial Screen Stage 6 — Take Home Stage 7 — Onsite Stage 8 — Debrief Stage 9 — Reference Check Stage 10 — Closing Stage 11 — Offer Stage 12 — Hired — Candidate accepts and starts.