Field Engineer

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

We are seeking a systems-minded engineer to design, prototype, and build the internal tooling, data infrastructure, and automated workflows that ensure User Operations remains seamlessly aligned with Product and Engineering, even as our product surface rapidly expands. This is a technical IC role focused on designing and shipping robust, scalable software—not managing projects or creating slide decks.
You'll create systems that power feedback loops, automate workflows, connect APIs, and deliver actionable insights, enabling our teams to move at the same pace as our innovative product organization.

This role is based in San Francisco, California.

In this role, you will:

• Coordinate product launches across internal User Operations teams and external partners to guarantee seamless execution and support readiness.

• Architect launch‑readiness systems that streamline formerly manual processes, replacing ad‑hoc docs and meetings with automated workflows, dashboards, and alerting to build for scale.

• Develop and implement scalable feedback loops between support, product, and engineering so customer insights are continuously integrated into product strategy.

• Prototype quickly—leveraging ChatGPT, Jupyter notebooks, Retool, and other tools—to prove value before hardening with Engineering.

• Collaborate cross‑functionally with Product, Engineering, Marketing, Legal, and Operations to align on launch goals, timelines, and readiness metrics.

• Identify risks and challenges during rollouts, proposing solutions that safeguard customer experience and service levels.

• Continuously automate, replacing every repetitive touchpoint with scripts, agents, or LLM‑powered flows.

You might thrive in this role if you:

• Have 4+ years experience in project launch coordination, especially within a customer support environment (internal and/or external).

• Write production-grade code in Python, SQL, or similar languages.

• Enjoy developing internal tools, workflow engines, and lightweight platforms.

• Understand and operationalize GTM workflows through thoughtful systems design.

• Are comfortable navigating ambiguity and collaborating cross-functionally.

• Prioritize exceptional user experiences for internal systems just as highly as customer-facing products.