Forward Deployed Engineer, Triage

AssemblyAI is growing quickly, and we're hiring a Forward Deployed Engineer for our Triage team. You'll work across our entire customer base to answer their questions and solve their technical problems. You'll also build and run the agents that handle our first line of customer contact. Most of your work happens in Slack, with customers and our Engineering and Research teams. This role is hybrid. You'll need to live within commuting distance of our NYC office.

Responsibilities

Work with customers at scale across the entire customer base, from owned accounts to self-serve accounts, as a product expert and technical resource; Escalate and route conversations to other teams as needed, particularly commercial conversations; Build and manage internal agents for customer support and operations, including the customer-facing chat agent; Iterate on agents, build new ones, and own their quality; Turn escalations into fixes by solving customer problems and updating the agent to handle those cases next time; Close the loop with Engineering and Research by filing bugs and feature requests with enough evidence to act on; Improve docs and SDKs

Requirements

2+ years in a technical, customer-facing role (solutions engineering, technical support, developer relations, or software development); 1 year considered for someone with a strong solutions background; Proficiency in at least one programming language (Python preferred); Daily use of coding agents like Claude Code or Codex, with real projects shipped using them; Experience with REST APIs and the ability to read and debug customer code; Strong written communication; Ability to hear a customer use case and map it to what the API can do

Nice to have

Experience with speech, audio, or voice AI products; Built an agent or automation that other people rely on; Worked with tools like Datadog, Looker, Metronome, Pylon, and GitHub

Benefits

Competitive equity grants; 100% employer-paid benefits; Working alongside the team in the New York City office; 401k match up to 4% for US-based full time team members