Application Engineer

The posting, as At Pearl wrote it

About Pearl

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. Prioritiz

[…]
ed, 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.