Forward Deployed Engineer, Triage (NYC)

AssemblyAI, Inc.; New York (NY); Hybrid; USD 115,000 - 135,000; Full time

Benefits offered by this job

Equity grants

100% employer-paid benefits

401k match

Job summary

AssemblyAI is growing quickly and hiring a Forward Deployed Engineer for the Triage team. You will own a book of customer accounts up to $50K per year, diagnose integration issues, and build and run agents that handle our first line of customer contact.

This role is hybrid and requires residence within commuting distance of our NYC office. You will work mainly in Slack with customers and our Engineering and Research teams, building and iterating on agents, and turning customer feedback into

Qualifications

• 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

Responsibilities

• Own your accounts. Be the technical owner for customers spending up to $50K a year. Diagnose integration issues, unblock them fast, and spot accounts that are ready to grow. Route commercial and pricing conversations to our Portfolio team.
• 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.

Skills

Solutions engineering

Technical support

Developer relations

Software development

Python

REST APIs

Written communication

Claude Code

Codex

Tools

Claude Code

Codex

Job description

AssemblyAI builds the best-in-class Voice AI models powering the next generation of voice applications. Our models serve 600M+ inference calls monthly, process 1M+ hours of audio daily, and power 2 billion+ end-user experiences. The Voice AI space is at an inflection point; we're looking for folks truly excited to join a small team and help define the future of the industry.

We are one of the most capital-efficient AI companies on the planet - with under 100 people generating roughly $600K ARR per employee, we sit among the top 5 most revenue-dense teams within the fastest-growing AI companies today. That's not an accident; it's a deliberate choice to stay lean, move fast, and give every person on the team outsized ownership and impact. With thousands of customers including Granola, Fireflies, Figure AI, and CallRail, the company has real scale - processing over 2 million hours of audio daily and handling more than 1 million API calls every day. This is a rare growth-stage opportunity where the business is proven and the trajectory is steep, but the team is still small enough that your fingerprints are on everything.

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.

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!

About the role:

AssemblyAI is growing quickly, and we're hiring a Forward Deployed Engineer for our Triage team. You'll own a book of customer accounts up to $50K a year. You'll solve their technical problems directly and build and run the agents that handle our first line of customer contact. Most of your work happens in Slack, with customers and with 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:

• Own your accounts. Be the technical owner for customers spending up to $50K a year. Diagnose integration issues, unblock them fast, and spot accounts that are ready to grow. Route commercial and pricing conversations to our Portfolio team.


• 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:

• You've built an agent or automation that other people rely on


• SQL


• Experience with speech, audio, or voice AI products

Where this role leads:

Triage is where you learn our product, our customers, and how we build with agents. Engineers who do well here move into larger books on our Portfolio and Strategic teams. Your manager will work with you on what that path looks like and the timeline.

Pay Transparency:

AssemblyAI strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity across our team. Our salary ranges are set to be competitive for our size, stage, and industry, and reflect just one component of the full compensation, benefits, and rewards we offer.

Salary determinations consider a variety of factors, including relevant experience, technical depth, skills demonstrated during the interview process, and maintaining internal equity with peers on the team. The range shared below represents a general expectation for the posted position. However, we are open to considering candidates who may fall above or below the outlined experience level - in those cases, we will communicate any adjustments to the expected salary range.

The range provided applies to candidates located in the United States. For candidates outside of the U.S., compensation ranges may differ; any adjustments will be communicated throughout the interview process.

Salary range: $115,000 - $135,000

Our total compensation package includes competitiveequity 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.

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.