Technical Support, Assembled
Customer support workforce management platform
Open for applications
Customer support workforce management platform
101-200 employees
Open for applications
101-200 employees
Company mission
To create a support operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead.
Role
Who you are
- We’re looking for deeply technical problem solvers who can dive into logs, APIs, and our codebase to understand and resolve issues without engineering intervention — or make an engineer’s job dramatically easier when escalation is required
- 2+ years in a technical customer-facing role at a SaaS company (experience in AI, WFM, or developer-focused products is a plus)
- One or more of the following:
- CS degree or equivalent
- Completed a coding bootcamp
- Prior experience as a Support Engineer, Technical Support Engineer, or Developer Support Engineer
- Proficient in SQL, APIs, and integrations; comfortable writing queries and debugging integration issues
- Familiarity with at least one programming language (e.g., Python, JavaScript, or similar)
- Strong technical troubleshooting skills and tool familiarity: ability to dive into logs, replicate errors, and provide actionable bug reports using Mezmo, Retool, and other tools
- Excellent written and verbal communication skills—able to break down complex concepts for diverse audiences
- Customer empathy and patience: you genuinely enjoy solving customer problems and collaborating across roles
- Persistence, resourcefulness, and a growth mindset: comfortable working through ambiguity and learning new skills quickly
- Dependable and team-oriented: available 9am–6pm PT with occasional holiday coverage
What the job involves
- As a Technical Support Engineer, you’ll be the front line of customer experience for our Workforce Management (WFM) and Support AI product lines, working directly with customers over email and Slack to troubleshoot complex issues, replicate bugs, and guide them through product adoption
- You’ll also play a critical role in documenting knowledge, improving tooling and internal processes, and representing the voice of the customer in product prioritization
- Delight our customers: Build trust and create exceptional experiences when customers need help
- Be a product expert: Develop deep expertise in both AI and WFM products, and help customers (and teammates) do the same
- Diagnose and resolve issues: Reproduce bugs, analyze logs, write test cases, and resolve complex problems when possible; partner with engineering when needed to ship fixes quickly
- Contribute technically: Write scripts, queries, and lightweight code fixes to unblock customers and accelerate engineering resolution
- Represent the customer voice: Share insights from the front line to guide product and engineering priorities
- Scale support operations: Build internal tools, document processes, and continuously improve how our team operates
Salary benchmarks
Our take
Assembled's platform helps companies manage and scale their customer support services. Customer service management is just one of the many areas that are being overhauled by digital transformation. Assembled helps streamline cumbersome and error-prone customer support processes - such as planning support rosters, forecasting demand, and evaluating team performance.
Assembled already counts companies like Zoom, GoFundMe and Stripe on its customer books, and finds huge opportunity in key industries like eCommerce and food deliveries that have been seeing massive digital overhauls. Having received significant investment, the company seems set on continued growth, with funds cited to support product development as well as help launch its CX Scholars initiative, that will commit a percentage of revenue to continuing education for support workers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Equity package
- Insurance coverage
- 401k
- CSA Credit
- Stipend for use at any Assembled customer
- Professional development stipend
- Wellness stipend
Company HQ
Mission District, San Francisco, CA
Leadership
Ryan Wang
(CEO & Co-Founder)Studied at the University of Chicago and worked as a Senior Consultant at The Greatest Good. Previously a Software Engineer at Stripe.
John Wang
(CTO & Co-Founder)Studied Computer Science at MIT and worked as a Freelance Software Developer before joining Stripe.
Brian Sze
(Co-Founder)A Stanford graduate who worked in Investment Banking at RBC Capital Markets. Previously Head of Business Operations at Stripe.
Share this job
View 28 more jobs at Assembled