Customer Experience Engineer

About Pelico

Traditional industrial manufacturing systems were built for predictability. Supply chains no longer are. Today, real-time data is buried in legacy tools that weren't designed for constant disruption. By the time an issue surfaces, it has already snowballed, sending everyone into firefighting mode. Pelico exists to close the gap between production plans and the daily reality on the factory floor.

We've built the manufacturing orchestration platform trusted by the world's most complex industrial operations : companies like Airbus, Boeing, Safran, Eaton, and Cartier. Our AI connects fragmented supply chain, production, and quality data into a single live operational picture — then puts AI agents to work anticipating disruptions, simulating recovery options, and keeping every team aligned before small problems become expensive ones.

Founded in 2019 and backed by General Catalyst, 83North, and Serena, we've raised $72M and are growing fast — 300% year-over-year revenue growth, deployed in 15+ countries, and supporting factories worldwide. We're headquartered in Paris, with offices in Miami, London and Amsterdam, and we're just getting started.

This is a rare chance to join a company that's redefining an industry that hasn't been disrupted in decades — from the inside.

1. Customer Impact

• Account Ownership: Act as the primary CX referent for assigned accounts, taking full ownership of client relationships and issue resolution to ensure long-term satisfaction.

• Strategic Communication: Communicate complex technical concepts clearly to both technical and non-technical stakeholders.

• Adoption & Onboarding: Deliver exceptional user onboarding experiences to ensure seamless adoption of Pelico’s tools (managing handovers, training via LMS, and guiding users through features via PeliBot and the Help Center).

• Client Alignments: Lead impactful regular client meetings (weekly or monthly depending on the tenant touchpoint level) to analyze touchpoints, align on progress, and set future goals.

• Health Visibility: Proactively share visibility with internal and external stakeholders on a weekly/monthly basis regarding recent topics and overall account health status.

2. Issue analysis & resolution

• Ticket Management: Handle daily tickets via ticketing system (covering bugs, product/data evolutions, or clarifications) with complete autonomy and accuracy.

• Technical Troubleshooting: Investigate technical issues using SQL queries and platform tools to identify root causes.

• Knowledge Base Capitalization: Document each case thoroughly in English, French, or both. This includes tracking analysis, root causes, and resolutions directly within the ticket, update internal resources in internal tools, and publish external documentation for clients