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Pelico is a manufacturing orchestration platform that uses AI to connect fragmented supply chain, production, and quality data for industrial operations. The company serves major clients including Airbus, Boeing, Safran, Eaton, and Cartier, and has raised $72M from General Catalyst, 83North, and Serena. With 300% YoY revenue growth and operations across 15+ countries, Pelico is headquartered in Paris with offices in Miami, London, and Amsterdam.
As a Customer Experience Engineer, you will serve as the primary CX point of contact for assigned accounts, owning client relationships and ensuring long-term satisfaction. You will deliver exceptional onboarding experiences, manage user adoption through training and guided feature walkthroughs, and lead regular strategic client meetings to analyze touchpoints and align on progress.
You will handle daily support tickets with full autonomy, investigating technical issues using SQL queries and platform tools to identify root causes. You'll document all cases thoroughly in English and French, updating internal knowledge bases and publishing external documentation for clients. You will participate in a monitoring rotation, using advanced monitoring tools to detect anomalies and ensure platform reliability. Monthly, you'll collaborate with QA, Solution Engineering, Product, and Infrastructure teams during release deployments to ensure quality and manage client communications.
You'll maintain high operational standards by following established workflows, escalating critical issues through dedicated sync paths (war-rooms, Slack, Linear, Notion), and proactively flagging bottlenecks or delays. Cross-functional collaboration with CustOps, Solution Engineering, Product, Sales, Marketing, and Infrastructure teams is essential to resolve systemic issues and drive product improvements based on customer insights.
REQUIREMENTS:
- 4+ years of proven experience in customer experience, operations, or support roles, preferably in a software company or technical environment
- Engineering background or related field/equivalent experience, preferably in supply chain
- Fluency in both English and French (oral and written)
- Technical troubleshooting competence, including SQL
- Customer relationship expertise: ability to identify touchpoints, analyze experience at each stage, and implement improvements
- Proficiency with CRM systems (HubSpot, Salesforce, or Zendesk)
- Data analysis skills: ability to gather, interpret, and analyze customer data to identify trends and derive actionable insights
- Exceptional verbal and written communication skills
- Empathy, patience, and strong problem-solving orientation
- Adaptability to fast-paced environments and changing customer needs
- Ownership mentality and accountability for assigned tasks and clients
- Ability to work effectively with cross-functional teams
