Hybrid Triage Engineer — Own Key Accounts & AI Agents

AssemblyAI, Inc.; San Francisco (CA); Hybrid; USD 115,000 - 135,000; Full time

Benefits offered by this job

Equity grants

Employer-paid benefits

401k match

Job summary

AssemblyAI, Inc. is seeking a Forward Deployed Engineer for our Triage team in San Francisco. You will own a book of customer accounts up to $50K a year and resolve technical issues directly, while building and running our agents that handle first-line support. Most work occurs in Slack, and hybrid in SF is required.

You will diagnose issues, escalate when needed, and collaborate with Engineering to drive product improvements, with a strong emphasis on customer outcomes and clear communication.

Qualifications

• 2+ years in a technical, customer-facing role or equivalent.
• Proficiency in at least one programming language (Python preferred).
• Experience with REST APIs and reading/debugging customer code.
• Strong written communication; work primarily in Slack.

Responsibilities

• Own customer accounts up to $50K/year; diagnose issues and route pricing discussions.
• Build, manage, and improve internal agents for customer support and ops.
• Turn escalations into fixes and prevent recurrence by updating agents.
• Collaborate with Engineering/Research to file bugs and request features.
• Improve documentation and SDKs to reduce customer confusion.

Skills

Python

REST APIs

Written communication

Customer-facing experience

Tools

Claude Code

Codex

Job description

AssemblyAI, Inc. is seeking a Forward Deployed Engineer for our Triage team in San Francisco. You will own a book of customer accounts up to $50K a year and resolve technical issues directly, while building and running our agents that handle first-line support. Most work occurs in Slack, and hybrid in SF is required.

You will diagnose issues, escalate when needed, and collaborate with Engineering to drive product improvements, with a strong emphasis on customer outcomes and clear communication.