Forward Deployed Engineer, Triage

About this role

Own technical support for a book of AssemblyAI customer accounts, diagnosing API integration issues and helping customers get value from the product. Build and improve support agents, resolve escalations, and relay customer feedback to Engineering and Research. The role is a pathway to larger customer portfolios.

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 relationships for assigned customer accounts and resolve integration issues.
• Build, operate, and improve customer support and operations agents.
• Resolve agent escalations and update agents to handle similar issues in the future.
• Document bugs and feature requests for Engineering and Research with actionable evidence.
• Improve documentation and SDKs based on customer feedback.
• Identify accounts with growth potential and route pricing or commercial discussions to the Portfolio team.

What we're looking for

• At least 2 years in a technical, customer-facing role; candidates with a strong solutions background may qualify with 1 year.
• Proficiency in at least one programming language; Python preferred.
• Daily use of coding agents such as Claude Code or Codex, with shipped projects and careful review of their output.
• 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.

Nice to have

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

Hiring process

1. Interview process includes the use of AI; a resource is provided to candidates selected for interviews.