Forward Deployed Engineer, Triage

About the role

Why AssemblyAI

AssemblyAI builds the best-in-class Voice AI models powering the next generation of voice applications. We have a lab, and we also power our own models in our own proprietary inference environment. Our models serve 500M+ inference calls monthly, and process nearly 2 million hours of audio daily. The Voice AI space is at an inflection point; we’re looking for the best talent we can find to join a rapidly scaling team that's defining the future of the industry.

We are one of the most capital-efficient AI companies on the planet - and are rapidly approaching $1M ARR per employee. We sit among the top 5 most revenue-dense teams within the fastest-growing AI companies today. We have thousands of customers building with us including the top startups and world-renowned enterprises, and are serving at tremendous scale: we process nearly 2 million hours of audio daily and handle more than 15 million API calls every day. This is a rare growth-stage opportunity where the business is proven, the revenue is durable, and the growth trajectory is steep and getting steeper. We have a super flat culture and expect our employees to be deeply intimate with the details at all levels.

If you've ever felt buried under layers of bureaucracy, starved of real ownership, or frustrated watching your work disappear into a slow-moving org, AssemblyAI is built differently. The company operates as a true meritocracy, with no heavy planning or approval processes and no gatekeeping on the tools or information you need. For anyone who genuinely cares about voice AI, not as a trend to chase, but as a technology to build, this is the place where the most interesting problems at the most interesting scale are being solved by a team small enough that you'll actually know everyone's name.

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.