About Docket

Docket builds AI agents for customer-facing teams. Our agents handle real customer interactions — answering questions, routing issues, surfacing answers — and we obsess over making every one of them genuinely useful. We're growing fast, and every customer who signs with us is betting their team's performance on our product.

The Role

We're looking for someone to own what happens after a customer signs. That means deploying agents, tuning them until they're great, and building relationships where customers keep getting more value — and keep expanding.

This is not a "manage the relationship and escalate when things break" role. You'll be in the weeds — building the agents, writing prompts, analyzing performance data, diagnosing why an agent is underperforming, and shipping improvements. You'll also be the person who spots an expansion opportunity and knows how to turn it into revenue. And you'll lead a small, growing implementation team in India.

The best candidates have done technical work close to customers — Solutions Engineering, Technical Account Management, or implementation consulting — and are genuinely excited about AI agents, not just AI in the abstract.

What You'll Do

𝗕𝘂𝗶𝗹𝗱 𝗮𝗻𝗱 𝘀𝗵𝗶𝗽 𝗮𝗴𝗲𝗻𝘁𝘀 𝘁𝗵𝗮𝘁 𝗽𝗲𝗿𝗳𝗼𝗿𝗺

• Deploy and configure AI agents for new customers, from kickoff through go-live.
• Own agent performance post-launch: monitor outputs, analyze failure patterns, and iterate on prompts and configurations until they're excellent.
• Work directly with engineering and product to translate customer feedback into product improvements — you're the bridge between what customers experience and what gets built next.

𝗢𝘄𝗻 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀, 𝗲𝗻𝗱 𝘁𝗼 𝗲𝗻𝗱

• Run structured monthly reviews with customers — come prepared with performance data and insights, leave with a clear action plan.
• Serve as the primary point of contact for anything technical or strategic post-sale.
• Build relationships deep enough that customers want to expand and will refer others.

𝗚𝘂𝗶𝗱𝗲 𝗮𝗻𝗱 𝗰𝗼𝗼𝗿𝗱𝗶𝗻𝗮𝘁𝗲

• Guide and mentor a team of 3–4 implementation engineers based in India — set clear expectations, unblock problems, and build a culture of ownership.
• Run 1:1s, team meetings, and cross-timezone coordination that makes the team feel tight-knit and high-performing.

𝗗𝗿𝗶𝘃𝗲 𝗴𝗿𝗼𝘄𝘁𝗵 𝗮𝗰𝗿𝗼𝘀𝘀 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗯𝗮𝘀𝗲

• Proactively identify upsell and expansion opportunities — you know these customers, you'll see the openings before anyone else does.
• Partner with the sales team to convert warm leads and internal champions into closed deals.
• Track and report on agent performance, customer health scores, and revenue impact.

What We're Looking For

𝗥𝗲𝗾𝘂𝗶𝗿𝗲𝗱

• 2+ years in a technical, customer-facing role — Solutions Engineering, Technical Account Management, Implementation Consulting, or similar.
• Hands-on experience with AI/ML implementations. Bonus points if you've worked with LLMs, agents, or prompt engineering.
• Strong project management skills: you track things, follow through, and don't let requests disappear into a Slack thread.
• Experience coordinating across global teams and time zones.
• Clear, confident communicator — you can explain a complex technical issue to a non-technical customer, and a customer concern to an engineer.

𝗡𝗶𝗰𝗲 𝘁𝗼 𝗛𝗮𝘃𝗲

• Prior experience managing a technical team, even a small one.
• Background in Computer Science, Engineering, or a related technical field.

Why This Role

• You'll be one of the post-sale AI solution engineers hired at a company building some of the most interesting AI in the market.
• Your work directly shapes how customers experience AI — you're not managing a product someone else built, you're tuning it, improving it, and co-owning its success.
• You'll see the full commercial picture: technical implementation, customer health, and revenue growth all report through you.