Technical Escalation Engineer acting as a liaison between support and engineering teams at Pigment. Ensuring reliability of the platform and proposing improvements for customer satisfaction.
About the role
- Forward Deployed Engineer at Instacart embedding AI solutions in enterprise environments. Collaborating with customers and internal teams to design and implement tailored technology solutions.
Responsibilities
- Embed with enterprise retail customers and partners to understand their technical environments, data systems, and business workflows.
- Design, build, and deploy AI and agentic solutions tailored to each customer's specific infrastructure and needs, across Instacart's full platform suite.
- Extend, adapt, and integrate Instacart's core AI capabilities to fit customer ecosystems, even when those systems are undocumented or non-standard.
- Maintain a close working relationship with R&D: participate in product reviews, flag platform gaps encountered in the field, and propose concrete changes that would make the platform work better for enterprise customers.
- Collaborate closely with the AI Solutions Architect to translate domain requirements and architecture into working software.
- Serve as the primary technical point of contact for customers during implementation engagements.
Requirements
- 10+ years of software engineering experience with a demonstrated ability to write and ship production-quality code.
- Hands-on experience building with LLM APIs, function calling, tool use, agent frameworks, or RAG pipelines—you have shipped something agentic that real users depended on.
- Proficiency in Python or another scripting/backend language commonly used in data-intensive environments.
- Proven ability to integrate with messy, heterogeneous enterprise data environments — undocumented APIs, schema mismatches, auth complexity, and legacy systems that do not behave the way the docs claim.
- Direct experience with external enterprise customers or technical stakeholders in a consulting or customer-facing capacity — earning trust in the room matters as much as writing code.
- Strong working knowledge of retail and e-commerce system fundamentals.
- Strong communication skills — able to translate field learnings and technical findings into actionable input for R&D and product teams.
- Comfort operating in ambiguous, fast-moving environments where the process is not fully defined.
- Prior work in a forward deployed, embedded engineering, or professional services capacity (preferred).
- Background at a startup or early-stage company where you wore multiple hats (preferred).
Benefits
- Highly market-competitive compensation
- Eligible for new hire equity grant
- Annual refresh grants
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