Forward Deployed Engineer, Triage (SF)
About The Position
AssemblyAI is hiring a Forward Deployed Engineer for its Triage team. The role owns a book of customer accounts spending up to $50,000 per year, solves technical problems directly, and builds and operates agents responsible for first-line customer contact. Most work takes place in Slack, collaborating with customers and AssemblyAI’s Engineering and Research teams. The position is hybrid and requires living within commuting distance of the San Francisco office. The Triage team is an opportunity to learn AssemblyAI’s product, customers, and agent-based workflows. Engineers who do well may move to larger customer books on the Portfolio or Strategic teams; the manager will work with each employee on the path and timeline.
Requirements
- At least 2 years in a technical, customer-facing role such as solutions engineering, technical support, developer relations, or software development; candidates with a strong solutions background may be considered with 1 year.
- Proficiency in at least one programming language; Python is preferred, but other languages are considered.
- Daily use of coding agents such as Claude Code or Codex, with real projects shipped using them.
- Ability to manage context across long tasks and check coding-agent output before it reaches a customer.
- Experience with REST APIs and ability to read and debug customer code.
- Strong written communication, as most work takes place in Slack.
- Ability to understand a customer use case and map it to what the API can do.
Nice To Haves
- Built an agent or automation that other people rely on.
- SQL experience.
- Experience with speech, audio, or voice AI products.
Responsibilities
- Own customer accounts spending up to $50,000 per year as their technical owner.
- Diagnose customer integration issues and unblock customers quickly.
- Identify accounts that may be ready to grow and route commercial and pricing conversations to the Portfolio team.
- Build, manage, iterate on, and maintain the quality of customer-support and operations agents, including the customer-facing chat agent.
- Resolve escalated customer issues and improve the agent so it can handle similar cases in the future.
- File actionable bugs and feature requests with supporting evidence, and turn customer feedback into product changes.
- Improve documentation and SDKs to address sources of customer confusion.
Benefits
- Competitive equity grants.
- 100% employer-paid benefits.
- 401(k) match up to 4% for U.S.-based full-time team members.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
