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

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.