Support Engineer

Assembly AI

1+ Years | Remote | Full Time | 1 day ago

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Job Summary

AssemblyAI is a rapidly growing company at the forefront of Speech AI, offering powerful speech-to-text and speech understanding models via API. With over 200,000 developers and 5,000+ paying customers, AssemblyAI's models outperform competitors in accuracy and power billions of end-user experiences daily. The company is seeking a dedicated API Support Engineer to join their multi-functional, remote team. This role involves direct customer interaction, troubleshooting API integrations, and serving as a product expert and liaison between customers and engineering teams.

Must Have

Provide first-line support to AssemblyAI's customers, ensuring smooth API integration.
Serve as a product expert, answering technical questions via live chat, Slack, and email.
Liaise between customers and engineering teams for bug reports, feature requests, and technical issues.
Manage and contribute to technical resources, including official documentation and SDKs.
Possess 1+ year of experience in a similar support role.
Have prior customer or client-facing experience, ideally in a high-growth startup.
Demonstrate experience working with REST APIs and strong API knowledge.
Ability to understand and translate technical language across clients and engineering teams.
Creatively apply API functionality to solve customer use cases.

Good to Have

Super organized.
Outgoing and loves to communicate with external stakeholders and customers.
Curious; loves to investigate and solve problems.
Takes ownership of customer feedback.
Ability to master the API's functionality.

Perks & Benefits

Fully remote team.
Opportunity to define and build company culture.
Commitment to creating an inclusive space with equal opportunity to succeed.

Job Description

About AssemblyAI

At AssemblyAI, we’re building at the forefront of Speech AI, creating powerful models for speech-to-text and speech understanding available through a straightforward API. With more than 200,000 developers building on our API and over 5,000 paying customers, AssemblyAI is helping unlock and support the next generation of powerful, meaningful products built with AI.

Progress in AI is moving at an unprecedented pace– and our team is made up of experts in AI research that are focused on making sure that our customers are able to stay on the cutting edge, with production-ready AI models that are constantly updating and improving as our team continues to improve accuracy, latency, and what’s possible with Speech AI. Our models consistently rank highest in industry benchmarks for accuracy, outperforming models from Google and Amazon, and up to 30% fewer hallucinations than OpenAI’s Whisper. Our models power more than 2 billion end-user experiences each day, helping companies better understand customer feedback, run more productive meetings with automated meeting notes, and helping improve childhood literacy via ed tech tools.

We’ve raised funding by leading investors including Accel, Insight Partners, Y Combinator’s AI Fund, Patrick and John Collision, Nat Friedman, and Daniel Gross. We’re a remote team looking to build one of the next great AI companies, and are looking for driven, talented people to help us get there!

The Role

AssemblyAI is growing quickly, and we’re searching for a driven and dedicated API Support Engineer to work on our multi-functional team. We're growing rapidly, and looking for someone who loves interacting with customers, and has the technical experience to t collaborate with developers to help troubleshoot their integrations with our API. Ideally, you have experience working as a developer or technical support in a past role. With significant investment and strong leadership to fuel our growth, it’s the perfect time to join the AssemblyAI team.

What you will do:

Be the first line of support AssemblyAI's customers. You'll work directly with new customers who are integrating our API to make sure their integration is going well. You'll also be responsible for checking in on current customers, notifying them about upcoming new features/product updates, and collecting any feedback they have.
Serve as the "product expert". You'll be responsible for answering technical questions about the product over live chat, Slack, and email. We're a small team, and this will also be a great opportunity to wear multiple hats and to serve in a critical cross-functional role.
Wear multiple hats. Supporting customers often involves wearing multiple hats. In some conversations, you will serve as technical support, in others you might provide solutions advice, and in others you might function as their technical account manager.
Be the liaison between the customer and our engineering teams. You'll manage our ticketing system and serve as the liaison between the customer and our engineering team for bug reports, feature requests, and technical issues that are reported.
Manage and contribute to our technical resources. You will make updates and improvements to our official documentation, contribute to our SDKs, and build and maintain third-party integrations.

What you'll need:

1 year+ of experience in a similar support role
Prior customer or client-facing experience, ideally in a high-growth startup environment
Experience working in a technical role, like technical support, solutions architect, software developer, QA testing, etc.
Ability to understand and translate technical language across both clients & engineering teams
Experience working with REST APIs
You can demonstrate and explain API knowledge
You can hear a use case and creatively apply our API functionality to solve that use case

Nice to have:

Super organized
Outgoing; loves to communicate with external stakeholders and customers
Curious; loves to investigate and solve problems
You take ownership of customer feedback
Ability to master our API's functionality

Pay Transparency

AssemblyAI strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on paying competitively for our size, stage, and industry, and are one part of many compensation, benefit, and other reward opportunities we provide.

There are many factors that go into salary determinations, including relevant experience, skill level, qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.

The provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range which will be communicated to candidates throughout the interview process.

Salary range: AU$114,382.80 - AU$163,404.00

Working at AssemblyAI

We are a small but mighty group of startup veterans and experienced AI researchers with over 20 years of expertise in Machine Learning, Speech Recognition, and NLP. As a fully remote team, we’re looking for people to join our team who are ambitious, curious, and lead with integrity. We’re still in the early days of AI and of AssemblyAI’s journey, and are looking for teammates who won’t just fit in, but will help us define and build our company culture.

We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. No matter your race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply!

Using AI to Interview:

If you’re selected for an interview, please review this resource to better understand how AssemblyAI approaches the use of AI in our interview process.