Associate Support Engineer

About the Company

Assembled is a unified platform that orchestrates human agents and AI at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation, including AI Agents, AI Copilot, and workforce management tools.

Responsibilities

• Take ownership of customer interactions from initial contact through resolution across email, Slack, chat, and Zoom
• Provide expert guidance on billing, account management, product education, and complex technical troubleshooting
• Investigate technical issues by diving into logs, querying databases, and debugging API integrations
• Write scripts, queries, and lightweight code fixes to unblock customers
• Synthesize customer feedback to influence product direction and prioritize bugs
• Build internal documentation, playbooks, and processes to scale support operations
• Collaborate with Engineering, Product, and Customer Success teams to drive customer outcomes

Requirements

• 2+ years in a technical customer-facing role at a SaaS company or startup
• Hands-on experience with SQL, APIs, and integrations
• Strong technical aptitude for debugging and troubleshooting across a software stack
• Excellent written and verbal communication skills
• Ability to work onsite in San Francisco five days a week
• Willingness to participate in rotating weekend and holiday coverage

Preferred Qualifications

• Experience with workforce management software or support operations platforms
• Experience leveraging AI products in a professional capacity
• Ability to contribute code fixes to Engineering