Associate Technical Support Specialist

Assembled•San Francisco, CA

1d•Onsite

About The Position

Assembled is seeking technical generalists to join their expanding Support team. The role involves being a trusted partner to customers, providing support across various channels and product areas, including billing, account management, product consultation, and technical troubleshooting. The Support team collaborates closely with Solutions (Implementation) and Customer Success teams, particularly with Growth Customer Success Managers (CSMs) serving the SMB segment. This role is expected to translate individual customer issues into company-wide improvements, influencing bug prioritization and feature requests. There are opportunities to contribute code fixes to Engineering, document knowledge, build internal processes, and scale systems. This is an onsite role based in San Francisco, Monday-Friday.

Requirements

Growth mindset, embracing new ideas and energized by change.
Comfortable challenging the status quo and own biases.
See feedback as a gift and actively seek opportunities to learn and improve.
Minimum 2+ years in a technical customer-facing role at a SaaS company or startup with full customer journey support.
Hands-on experience with SQL, APIs, and integrations.
Demonstrated ability to learn technical concepts quickly.
Ability to deliver complex troubleshoot steps to customers.
Excellent written and verbal communication skills across multiple support channels.
Strong technical aptitude with attention to detail and systematic problem-solving approach.
Comfortable working with databases, APIs, developer tools, and debugging methodologies.
Experience with web technologies, SaaS platforms, cloud-based systems, or emerging technologies.
Ability to understand and communicate technical concepts to both technical and non-technical audiences.
Take full ownership of customer issues and drive them to resolution.
Hold yourself accountable for quality in everything you ship.
Self-starting in learning and growth, seeking out resources and feedback.
Follow through on commitments and communicate proactively when priorities shift or obstacles arise.
Proactive communication of progress, challenges, blockers, and decisions.
Communicate clearly and concisely in writing, making complex topics accessible.
Comfortable escalating issues appropriately and knowing when to pull in additional resources.
Ask thoughtful questions to understand the root of customer problems and organizational priorities.
Actively contribute recommendations, suggestions, and ideas to improve processes, products, and customer experiences.
Resilient and persistent.
Genuinely enjoy helping customers succeed and can build trust with people from diverse backgrounds.
Balance empathy with technical rigor.
Approach problems holistically, understanding the 'why' behind customer questions.
Embody 'Assembled is my team and my title'—stepping in wherever needed to ensure customer success.

Nice To Haves

Experience & interest in effectively leveraging AI products, workforce management software, or support operations platforms.

Responsibilities

Create exceptional experiences for customers by taking ownership of interactions from initial contact through resolution, building trust through empathy, curiosity, and determination.
Provide expert guidance across the entire customer journey, including billing, account management, product education, strategic consultation, and complex technical troubleshooting.
Act as a proactive partner, helping customers succeed in ways that exceed expectations and identifying when contacts need to change channels (email, Slack, Zoom, etc.), following up consistently.
Develop deep expertise across Assembled's full product suite (AI and WFM) to become a go-to resource for customers and teammates.
Investigate and resolve technical issues by diving into logs, querying databases, debugging API integrations, replicating errors, and troubleshooting across the stack.
Write scripts, queries, and lightweight code fixes to unblock customers, and analyze issues to provide actionable bug reports.
Collaborate closely with Engineering to diagnose root causes and drive thorough fixes, and get creative with workarounds.
Document troubleshooting steps to contribute to content and power AI solutions.
Represent the voice of the customer by synthesizing feedback, spotting patterns, and communicating trends upward and outward to influence product direction.
Identify larger improvements beyond individual issues, making proactive recommendations on internal tools, processes, and policies.
Build documentation for knowledge bases and playbooks.
Manage up and collaborate across the organization, including Support, CSMs, Engineering, Product, Sales, Finance, and Legal.
Partner on customer calls and in tickets, leveraging context to deliver better outcomes faster.
Embrace feedback and contribute to a culture of continuous learning.
Participate in rotating weekend coverage and holiday support as needed.
Adapt to changing schedules, channels, and operational requirements.