Forward Deployed Engineer, Triage (NYC)

AssemblyAI•New York City, NY

1d•Hybrid

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 customers’ technical problems, and builds and runs agents that handle first-line customer contact. Most work takes place in Slack, communicating 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, unblocks customers, and identifies accounts that may be ready to grow, routing commercial and pricing conversations to the Portfolio team. They build, iterate on, and manage internal customer-support and operations agents, including a customer-facing chat agent, and are accountable for agent quality. When an agent escalates an issue, the engineer solves the customer’s problem and improves the agent so it can handle similar cases in the future. The role also closes the loop with Engineering and Research by providing actionable bug reports and feature requests, translating customer feedback into product changes, and improving documentation and SDKs to address confusing customer experiences. Triage is described as a place to learn the product, customers, and agent-based development. Engineers who succeed may move to larger customer books on the Portfolio or Strategic teams, with their manager working with them on the path and timeline. The salary range is $115,000–$135,000. Compensation includes equity grants and employer-paid benefits. US-based full-time team members are offered a 401(k) match of up to 4%.

Requirements

At least 2 years of experience 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 agent output before it reaches a customer.
Experience with REST APIs and ability to read and debug customer code.
Strong written communication skills.
Ability to understand a customer use case and map it to what the API can do.
Must live within commuting distance of the New York City office.

Nice To Haves

Have built an agent or automation that other people rely on.
SQL experience.
Experience with speech, audio, or voice AI products.

Responsibilities

Own a book of customer accounts spending up to $50,000 per year as their technical owner.
Diagnose customer integration issues and resolve them quickly.
Identify accounts that may be ready to grow and route commercial and pricing conversations to the Portfolio team.
Build, iterate on, and manage customer-support and operations agents, including the customer-facing chat agent.
Own the quality of customer-facing and internal agents.
Resolve issues escalated by the chat agent and improve the agent to handle those issues in the future.
File actionable bugs and feature requests with Engineering and Research.
Translate customer feedback into product changes.
Improve documentation and SDKs to address customer confusion.