Forward Deployed Engineer, Triage (NYC)

AssemblyAI•New York, NY

2d•$115,000 - $135,000•Hybrid

About The Position

AssemblyAI is hiring a Forward Deployed Engineer for its Triage team. The role owns a portfolio of customer accounts spending up to $50,000 annually, resolves technical issues directly, and builds and operates agents that handle first-line customer contact. Most work takes place in Slack with customers and AssemblyAI’s Engineering and Research teams. The position is hybrid and requires living within commuting distance of the New York City office. The engineer diagnoses customer integration issues, helps customers get unblocked, and identifies accounts with growth potential, routing commercial and pricing discussions to the Portfolio team. They build and manage support and operations agents, including helping restore the customer-facing chat agent, and continually improve agent quality. When an agent escalates an issue, they resolve the problem and improve the agent so it can handle similar cases in the future. They also communicate actionable bugs and feature requests to Engineering and Research and improve documentation and SDKs to address sources of customer confusion. Triage is an opportunity to learn AssemblyAI’s product, customers, and agent-based ways of working. Engineers who perform well may move to larger customer portfolios on the Portfolio or Strategic teams, with their manager working with them on the path and timeline.

Requirements

At least 2 years of experience in a technical, customer-facing role such as solutions engineering, technical support, developer relations, or software development; 1 year may be considered for candidates with a strong solutions background.
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 review coding-agent output before it reaches a customer.
Experience with REST APIs and ability to read and debug customer code.
Strong written communication skills; much of the work takes place in Slack.
Ability to understand a customer use case and map it to the capabilities of the company’s API.

Nice To Haves

Experience building 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 annually, diagnose integration issues, unblock customers, and identify accounts ready to grow.
Route commercial and pricing conversations to the Portfolio team.
Build, manage, and improve customer-support and operations agents, including the customer-facing chat agent.
Resolve customer issues escalated by the chat agent and improve the agent so it can handle similar cases in the future.
File actionable bugs and feature requests with Engineering and Research, using sufficient evidence.
Translate customer feedback into product changes.
Improve documentation and SDKs to address customer confusion.