Forward Deployed Engineer, Triage (NYC)

present of AI; New York (NY); Sur place; USD 85 000 - 120 000; Plein temps

Résumé du poste

AssemblyAI is seeking a mid-level Customer & Solutions engineer in New York City to own a set of mid-sized customer accounts. You will solve integration problems directly, work primarily in Slack, and translate customer use cases into actionable API capabilities.

A background in customer-facing technical roles and ability to read and debug Python code are highly valued. This role emphasizes human judgment, trust with customers, and collaboration with Engineering/Research.

Qualifications

• Couple of years in a customer-facing technical role.
• Can read and debug customer code in Python or similar language.
• Able to translate customer use cases into API capabilities.

Responsabilités

• Own a set of mid-sized customer accounts and manage escalations.
• Solve integration problems directly and build automation agents.
• Write clearly and check outputs before they reach customers.

Connaissances

Python

REST API

Customer support

Outils

Slack

Description du poste

Customer & Solutions · New York City · Mid level

This role is part technical support engineer, part agent builder. The person owns a set of mid-sized customer accounts, solves integration problems directly, and mostly works in Slack. A strong candidate has a couple of years in a customer-facing technical job, writes clearly, can read and debug customer code in a language like Python, and can turn a customer's use case into what the API can do.

How it fits the AI era

AI handles the first line of customer contact here, so the human work shifts to the cases the chat agent cannot solve and to improving that agent afterward. Coding agents are part of daily work, and checking their output before it reaches a customer is a core duty. Judgment, trust with customers, and knowing when to bring in Engineering or Research stay human.

How it builds AI experience

The role offers hands-on experience building, running and fixing customer-facing agents tied to a real voice AI product. Each escalation becomes a lesson in why an agent failed and how to improve it. Anyone preparing can ship a small support or automation agent with a coding tool and learn the speech-to-text API by building with it.

Worth showing

• Shipped projects using coding agents
• Python and REST API debugging
• Built an agent others rely on
• Mapping use cases to API features

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About AssemblyAI

A speech-to-text and voice AI API that developers use to transcribe, understand and build products on top of spoken audio.