Forward Deployed Engineer, Triage

About the role:

AssemblyAI is growing quickly, and we're hiring a Forward Deployed Engineer for our Triage team. You'll work across our entire customer base to answer their questions and solve their technical problems. You’ll also build and run the agents that handle our first line of customer contact. Most of your work happens in Slack, with customers and our Engineering and Research teams.

This role is hybrid. You'll need to live within commuting distance of our NYC office.

What You’ll Do:

• Work with customers at scale. You will work across our entire customer base, from owned accounts to self-serve accounts, and serve as a product expert and technical resource with a heavy focus on unblocking customers who are facing technical issues. You will also be responsible for escalating and routing conversations to other teams as needed, particularly commercial conversations.
• Build and manage agents. We run internal agents for customer support and operations, including our customer-facing chat agent, which you'll help bring back online. You'll iterate on these agents, build new ones, and own their quality.
• Turn escalations into fixes. When our chat agent can't resolve something, it escalates to you. Solve the customer's problem, then fix the agent so it handles that case next time.
• Close the loop with Engineering and Research. File bugs and feature requests with enough evidence to act on, and turn what customers tell you into product changes.
• Improve our docs and SDKs. Fix what's confusing customers at the source.

What You’ll Need:

• 2+ years in a technical, customer-facing role (solutions engineering, technical support, developer relations, or software development). We'll consider 1 year for someone with a strong solutions background.
• Proficiency in at least one programming language. Python preferred; other languages considered.
• Daily use of coding agents like Claude Code or Codex, with real projects shipped using them. You manage context across long tasks and check agent output before it reaches a customer.
• Experience with REST APIs, and the ability to read and debug customer code
• Strong written communication. Most of this job happens in Slack.
• Ability to hear a customer use case and map it to what our API can do

Nice to Have:

• Experience with speech, audio, or voice AI products
• You've built an agent or automation that other people rely on
• You’ve worked with tools like Datadog, Looker, Metronome, Pylon, and GitHub

Where this role leads:

Triage is where you learn our product, our customers, and how we build with agents. Engineers who do well here take on more senior roles on the Triage team, move into our Portfolio and Strategic teams, and start owning their own books of business or move into more technical roles in the company. Your manager will work with you on what that path looks like and the timeline for you specifically.

Pay Transparency:

AssemblyAI strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity across our team. Our salary ranges are set to be competitive for our size, stage, and industry, and reflect just one component of the full compensation, benefits, and rewards we offer.

Salary determinations consider a variety of factors, including relevant experience, technical depth, skills demonstrated during the interview process, and maintaining internal equity with peers on the team. The range shared below represents a general expectation for the posted position. However, we are open to considering candidates who may fall above or below the outlined experience level—in those cases, we will communicate any adjustments to the expected salary range.

The range provided applies to candidates located in the United States. For candidates outside of the U.S., compensation ranges may differ; any adjustments will be communicated throughout the interview process.

Salary range: $115,000 - $135,000

Our total compensation package includes competitive equity grants, 100% employer-paid benefits, and working alongside the team in our New York City office. A 401k match up to 4% is offered to all US-based full time team members.