Forward Deployed Engineer, Triage

About the role

AssemblyAI, a Voice AI company, is hiring a Forward Deployed Engineer for its Triage team. You will work across the entire customer base to answer questions and solve technical problems, and you will build and run the agents that handle the first line of customer contact. Most of your work happens in Slack, with customers and the Engineering and Research teams.

Key responsibilities

• Work with customers at scale, from owned to self-serve accounts, acting as a product expert and technical resource focused on unblocking customers facing technical issues, and escalate and route conversations to other teams as needed.
• Build and manage internal agents, including the customer-facing chat agent, iterating on them, building new ones and owning their quality.
• When the chat agent cannot resolve an issue, solve the customer's problem and then fix the agent so it handles that case next time.
• File bugs and feature requests with enough evidence to act on, and turn customer feedback into product changes.
• Improve documentation and SDKs by fixing what confuses customers at the source.

Required profile

• 2+ years in a technical, customer-facing role such as solutions engineering, technical support, developer relations or software development; 1 year considered for a strong solutions background.
• Strong written communication, since most of the job happens in Slack.
• Ability to hear a customer use case and map it to what the API can do.

Required skills

• Proficiency in at least one programming language; Python preferred.
• Daily use of coding agents such as Claude Code or Codex, managing context across long tasks and checking output before it reaches a customer.
• Experience with REST APIs and the ability to read and debug customer code.

Nice to have: experience with speech, audio or voice AI products; having built an agent or automation relied on by others; experience with Datadog, Looker, Metronome, Pylon and GitHub.

The stated salary range of $115,000-$135,000 applies to candidates located in the United States; for candidates outside the U.S. the range is set for the local market and shared during the interview.