Technical Support

1 day ago

New York, Lincolnshire, United Kingdom Assembled Full time

About Assembled
Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work.

The Role
As a Technical Support Engineer, you'll be the front line of customer experience for our Workforce Management (WFM) and Support AI product lines, working directly with customers over email and Slack to troubleshoot complex issues, replicate bugs, and guide them through product adoption.

We're looking for
deeply technical problem solvers
who can dive into logs, APIs, and our codebase to understand and resolve issues without engineering intervention — or make an engineer's job dramatically easier when escalation is required. You'll also play a critical role in documenting knowledge, improving tooling and internal processes, and representing the voice of the customer in product prioritization.

Responsibilities

  • Delight our customers: Build trust and create exceptional experiences when customers need help.
  • Be a product expert: Develop deep expertise in both AI and WFM products, and help customers (and teammates) do the same.
  • Diagnose and resolve issues: Reproduce bugs, analyze logs, write test cases, and resolve complex problems when possible; partner with engineering when needed to ship fixes quickly.
  • Contribute technically: Write scripts, queries, and lightweight code fixes to unblock customers and accelerate engineering resolution.
  • Represent the customer voice: Share insights from the front line to guide product and engineering priorities.
  • Scale support operations: Build internal tools, document processes, and continuously improve how our team operates.

About You

  • 2+ years in a technical customer-facing role at a SaaS company (experience in AI, WFM, or developer-focused products is a plus).

  • One or more of the following:

  • CS degree or equivalent

  • Completed a coding bootcamp

  • Prior experience as a Support Engineer, Technical Support Engineer, or Developer Support Engineer

  • Proficient in SQL, APIs, and integrations; comfortable writing queries and debugging integration issues.

  • Familiarity with at least one programming language (e.g., Python, JavaScript, or similar).
  • Strong technical troubleshooting skills and tool familiarity: ability to dive into logs, replicate errors, and provide actionable bug reports using Mezmo, Retool, and other tools
  • Excellent written and verbal communication skills—able to break down complex concepts for diverse audiences.
  • Customer empathy and patience: you genuinely enjoy solving customer problems and collaborating across roles.
  • Persistence, resourcefulness, and a growth mindset: comfortable working through ambiguity and learning new skills quickly.
  • Dependable and team-oriented: available 9am–6pm PT with occasional holiday coverage.

Our U.S. Benefits

  • Generous medical, dental, and vision benefits
  • Paid company holidays, sick time, and unlimited time off
  • Monthly credits to spend on professional development, general wellness, Assembled customers and commuting
  • Paid parental leave
  • Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF office
  • 401(k) plan enrollment

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