Forward Deployed Engineer, Triage

About this role

Own a portfolio of customer accounts and resolve technical issues involving AssemblyAI’s APIs. Build and improve customer-support agents, use escalations to identify product fixes, and collaborate with Engineering and Research to improve the customer experience.

About the company

AssemblyAI specializes in providing advanced speech recognition and AI-driven audio intelligence solutions, enabling businesses to integrate powerful voice capabilities into their applications. The company serves a diverse range of industries with innovative products and services.

The team

Triage team

Stack

What you'll do

• Own technical support for customer accounts spending up to $50K per year.
• Diagnose integration issues and help customers get unblocked.
• Build, operate, and improve customer-support and operations agents.
• Resolve escalations and improve agents to handle similar cases in the future.
• Share well-evidenced bugs and feature requests with Engineering and Research.
• Improve documentation and SDKs based on customer feedback.
• Identify customer growth opportunities and route pricing discussions to the Portfolio team.

What we're looking for

• At least 2 years in a technical, customer-facing role; 1 year may be considered with a strong solutions background.
• Proficiency in at least one programming language; Python preferred.
• Daily use of coding agents such as Claude Code or Codex, with projects shipped using them.
• Experience with REST APIs and ability to read and debug customer code.
• Strong written communication, especially in Slack.
• Ability to map customer use cases to API capabilities.
• Live within commuting distance of the NYC office.

Nice to have

• Built an agent or automation that others rely on.
• SQL experience.
• Experience with speech, audio, or voice AI products.

Benefits

• Equity grants.
• 100% employer-paid benefits.
• 401(k) match up to 4%.
• Work alongside the team in the New York City office.