Customer Experience Engineer

About the role

The Customer Experience Engineer will act as the primary point of contact for assigned accounts, ensuring long-term satisfaction through proactive relationship management and technical issue resolution. This role involves onboarding users, analyzing customer data to drive product improvements, and collaborating with cross-functional teams to maintain platform reliability. The successful candidate will bridge the gap between technical product capabilities and the daily operational needs of complex industrial clients.

Responsibilities

• Act as the primary CX referent for assigned accounts, taking full ownership of client relationships and issue resolution.
• Deliver exceptional user onboarding experiences and lead regular client meetings to align on progress and goals.
• Handle daily tickets via the ticketing system, investigating technical issues using SQL and platform tools.
• Document case analyses, root causes, and resolutions to maintain internal and external knowledge bases.
• Leverage monitoring tools to detect anomalies and participate in monthly release deployments to ensure platform quality.
• Proactively escalate critical issues and collaborate with internal teams to resolve systemic problems and fuel product improvements.

Required skills

• Customer Services
• SQL
• CRM
• Data analysis
• Technical troubleshooting

Qualifications

• Engineering background or related field
• Equivalent practical experience
• Fluency in English and French

About the Company

Pelico is a manufacturing orchestration platform that connects fragmented supply chain, production, and quality data into a single live operational picture. Founded in 2019 and backed by major investors, the company supports complex industrial operations worldwide, including Airbus, Boeing, and Safran.