Application Engineer

Pearl; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Remote work within the U.S.

Stock options

401(k) with employer match

Health, vision and dental coverage

Job summary

Pearl is a remote-first company building the Pearl SCORE™ platform for home performance. The Application Engineer role sits between operations and technology, administering the platforms used by Customer Operations to serve customers, including CRM, contact center, and AI agents.

This position emphasizes configuration, connectivity, and practical automation. You will configure and tune CRM and contact center tools, manage integrations via APIs, review agent performance, and document runbooks for

Qualifications

• Hands-on experience administering a CRM platform (HubSpot preferred; Salesforce, Dynamics, or similar acceptable).
• Hands-on experience administering a contact center or helpdesk platform across voice, chat, and ticketing.
• Familiarity with APIs and how systems connect, including the ability to read API documentation, configure and test an integration, and troubleshoot when data does not flow correctly.
• Working familiarity with AI agents and large language model tools, including configuring agents, writing and refining prompts, connecting agents to knowledge sources and actions, and assessing output quality.
• Basic agentic automation capability, able to build and maintain practical automations using current AI tooling and low code or light scripting approaches.
• Comfortable working with non deterministic AI output and testing for reliability rather than expecting exact repeatability.
• Able to translate a business requirement into a working system configuration.
• Strong troubleshooting skills across connected systems.
• Clear communication with non technical stakeholders.
• Organized, able to manage a queue of requests and prioritize independently

Responsibilities

• CRM Administration: Administer and configure the CRM platform, including objects and properties, workflows and automation, user permissions, data quality, and standard integrations. Implement business requested changes without requiring outside development support.
• Contact Center Administration: Administer the contact center stack across voice, chat, email, and ticketing. Configure routing rules, escalation paths, SLA logic, queues, and business hours. Maintain phone and messaging configuration.
• Conversational AI Configuration: Configure, tune, and maintain the AI voice and chat agents that handle customer interactions. Maintain prompts, knowledge sources, and connected actions. Review live sessions, identify where agents are performing poorly, and correct them.
• Agentic Automation: Build practical automations using current AI and agent tooling to reduce repetitive operational work such as data preparation, ticket triage, routine reporting, and content generation. Prioritize reliability and maintainability over sophistication.
• Integrations and Data Flow: Connect Customer Operations’ platforms to one another and to the organization’s other systems using available APIs, native connectors, and integration tooling. Monitor those connections, and diagnose and resolve failures when data does not flow correctly.
• Documentation and Enablement: Document how our team’s systems are configured and how they connect. Train team members on the tools and maintain runbooks so that configuration knowledge does not sit with a single person.

Skills

CRM administration

Contact center admin

APIs & integrations

AI agents familiarity

Low-code automation

Non-deterministic AI testing

Requirements translation

Troubleshooting

Stakeholder communication

Queue management

Tools

HubSpot

Salesforce

Dynamics

Job description

Founded in 2013, Pearl is a ratings and standards company building the national standard for home performance. Pearl SCORE™ rates every single-family home in the U.S. across five key pillars — Safety, Comfort, Operations, Resilience, and Energy — so homebuyers, homeowners, and real estate professionals can understand how a home performs in daily life.

Today, the value of a home is judged by its location, size, and aesthetics— but these factors overlook the home’s most important function: safeguarding the comfort, well-being, and finances of the people inside. Most American homes underperform in these regards because home performance is simply not on our radar. We can’t see it, quantify it, or put a value on it. Pearl aims to change that by making home performance a central part of how we view and value our homes.

We are not a home inspector, a contractor, a real estate platform, or a green-certification program — we rate homes against a transparent, evidence-based standard so that home performance becomes visible, measurable, and valuable in the real estate market.

As a Certified B Corporation, we're accountable not only to our shareholders, but also to the homeowners and communities we serve. For more information, visit pearlscore.com .

About the role

The Application Engineer administers and extends the platforms Customer Operations uses to serve customers: the CRM, the contact center, and the AI agents that support them. This position exists so that Customer Operations can configure, connect, and automate its own systems directly, rather than submitting a request and waiting on the product roadmap for routine changes.

The role sits between operations and technology. It does not build or own production software. It administers the platforms our team already runs, connects them using available APIs and integration tooling, and applies practical AI automation to reduce repetitive manual work across the team.

What you'll do

Essential functions:

• CRM Administration: Administer and configure the CRM platform, including objects and properties, workflows and automation, user permissions, data quality, and standard integrations. Implement business requested changes without requiring outside development support.
• Contact Center Administration: Administer the contact center stack across voice, chat, email, and ticketing. Configure routing rules, escalation paths, SLA logic, queues, and business hours. Maintain phone and messaging configuration.
• Conversational AI Configuration: Configure, tune, and maintain the AI voice and chat agents that handle customer interactions. Maintain prompts, knowledge sources, and connected actions. Review live sessions, identify where agents are performing poorly, and correct them.
• Agentic Automation: Build practical automations using current AI and agent tooling to reduce repetitive operational work such as data preparation, ticket triage, routine reporting, and content generation. Prioritize reliability and maintainability over sophistication.
• Integrations and Data Flow: Connect Customer Operations’ platforms to one another and to the organization’s other systems using available APIs, native connectors, and integration tooling. Monitor those connections, and diagnose and resolve failures when data does not flow correctly.
• Documentation and Enablement: Document how our team’s systems are configured and how they connect. Train team members on the tools and maintain runbooks so that configuration knowledge does not sit with a single person.

Secondary functions:

• Evaluate new tools and make recommendations to the Director of Customer Experience and the Revenue Operations Manager
• Support testing of new platform features and releases that affect Customer Operations systems
• Participate in customer and agent conversations to inform configuration priorities
• Regular self education on CRM, contact center, and AI agent tooling

What we are looking for

• Hands on experience administering a CRM platform (HubSpot preferred; Salesforce, Dynamics, or similar acceptable), including objects and properties, workflow automation, permissions, and data quality
• Hands on experience administering a contact center or helpdesk platform across voice, chat, and ticketing, including routing and escalation configuration
• Familiarity with APIs and how systems connect, including the ability to read API documentation, configure and test an integration, and troubleshoot when data does not flow correctly
• Working familiarity with AI agents and large language model tools, including configuring agents, writing and refining prompts, connecting agents to knowledge sources and actions, and assessing output quality
• Basic agentic automation capability, able to build and maintain practical automations using current AI tooling and low code or light scripting approaches
• Comfortable working with non deterministic AI output and testing for reliability rather than expecting exact repeatability
• Able to translate a business requirement into a working system configuration
• Strong troubleshooting skills across connected systems
• Clear communication with non technical stakeholders
• Organized, able to manage a queue of requests and prioritize independently

Why work at Pearl?

• We are a mission-driven company: we love what we do and the impact we are making.
• Impact. Everything you do here will matter. Your opinion and contributions will make a big difference to the future of this company and our mission of making home performance matter.
• Flexibility. We are 100% remote - work where you feel comfortable.
• Environment. We value candor, excellence, and collaboration while fostering creativity and camaraderie. We are supportive and genuinely enjoy celebrating each others’ wins!
• Ownership. You will hold broad responsibilities with high autonomy in a fast-paced, evolving startup world.
• Equality between people. We support diversity, championing our differences, and most importantly, learn from one another. Pearl is an equal opportunity employer, and candidates from all backgrounds and life experiences are encouraged to apply.

Compensation and Benefits:

• Market salary based on experience and local conditions, in the range of $90k to $110k
• Medical, vision and dental coverage provided at no cost for employees and their families (with an option to purchase upgraded coverage at a minimal cost to employee)
• FSA, HSA, and dependent care accounts
• Life insurance coverage
• Employer paid cell phone service
• 401(k) with employer match up to 4%
• Stock options
• 15 vacation days during the calendar year, plus holidays (including the week between Christmas and New Year’s Day), a floating holiday for your birthday, sick days, and paid parental leave
• Flexible work environment: work remotely from anywhere within the U.S.

Note before applying

In lieu of a cover letter, we ask every applicant to answer 4 short questions about their hands-on experience. These replace the cover letter. We're looking for specifics (systems you've actually touched, problems you actually solved), not generic summaries. This is a required part of the application.

The pay range for this role is:

90,000 - 110,000 USD per year (Remote (United States))

Customer Operations & Relationship Experience