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, resolves technical problems 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 San Francisco office. The role also offers a pathway to larger customer books on the Portfolio and Strategic teams. The manager will work with the employee 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 verify coding-agent output before it reaches a customer.
- Experience with REST APIs and ability to read and debug customer code.
- Strong written communication skills, as most of the work happens in Slack.
- Ability to understand customer use cases and map them to the capabilities of the company’s API.
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 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, iterate on, and manage internal customer-support and operations agents, including helping bring the customer-facing chat agent back online.
- Resolve issues escalated by the chat agent and improve the agent so it can handle similar cases in the future.
- File bugs and feature requests with sufficient evidence for Engineering and Research teams to act on.
- Translate customer feedback into product changes.
- Improve documentation and SDKs to address customer confusion at its source.
Benefits
- Competitive equity grants.
- 100% employer-paid benefits.
- 401(k) match up to 4% for US-based full-time team members.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
