Software Engineer, Assembled
Infrastructure
$150-300k
+ Stock options
More information about location
2 days a week in office (New York City, NY)
Customer support workforce management platform
Be an early applicant
Customer support workforce management platform
101-200 employees
Be an early applicant
$150-300k
+ Stock options
More information about location
2 days a week in office (New York City, NY)
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
- Have 10+ years of experience in engineering, including experience leading large scale, complex projects as an engineer or tech lead
- Are excited by the idea of designing and building reliable, scalable, and secure systems from 0 to 1
- Thrive in ambiguity and in rapidly changing environments
- Enjoy collaborating with and mentoring teammates, along with other members of the engineering organization
- Have a deep understanding of at least one part of our tech stack:
- Cloud provider: AWS
- Container orchestration: Kubernetes + Karpenter
- Datastores: Postgres + PgBouncer, Snowflake, Redis
- Languages: Go and Python
What the job involves
- We’re looking for a software engineer with experience in building and operating infrastructure at scale
- You’ll take ownership of all systems that power Assembled’s AI agents (Assist) and workforce management products
- Both of these have been rapidly growing in scale: Assist has grown 5x in just 3 months to millions of ARR, with a strong pipeline of deals for even more growth; our workforce management product previously only served customers with hundreds of support agents, but now serves large enterprise customers with tens of thousands of support agents
- By joining our Infrastructure team, you’ll have the opportunity to work on many 0-to-1 problems that span a breadth of infrastructural components
- This role engages cross-functionally with product, security, and support to ensure we’re delivering a scalable, reliable platform that can run wherever our customers need our technology most
- Some projects owned by the Infrastructure team
- Kubernetes cluster: Our servers (e.g. main application server, API server, metric computation jobs) were hosted on EC2 instances, but each machine was a single point of failure
- By putting our services on Kubernetes, we've made our services both scalable and stable
- This has been an ongoing project, and we'll be shipping out the final piece this quarter
- Cluster autoscaler: Kubernetes has improved our stability, but we can further automate our cluster management workflow by leveraging autoscaling
- We'll be integrating with a cluster autoscaler so that our compute resources can be automatically adjusted for better stability and cost reduction
- Database connection pooler: As we signed larger enterprise customers, traffic to our products significantly increased, requiring more connections to the database
- Occasionally, the number of connections would near the limit, posing a stability risk
- We've introduced a connection pooler to make sure that connections are efficiently reused, relieving our database cluster of increasing pressure
- Monitoring and observability platforms: Our monitoring and observability platforms have enabled us to deliver reliable, scalable, and performant systems
- We shipped distributed tracing just last year, and will continue to invest in this area to give our engineers full insight into our systems
- Development environment: We’ve empowered our engineering team to test their changes quickly with Remote Dev, our remote development environment
- We’re anticipating the engineering team to grow significantly this year, so we’re focused on further improving our development environment to unlock larger product wins faster
- Security systems: For many enterprise customers, security is a prerequisite to using any platform, Assembled included
- In order to expand our pool of enterprise customers, we must ensure we have the appropriate security measures in place
- This quarter, we will be implementing an intrusion detection/prevention system which will monitor, alert, and prevent suspicious network traffic within our systems
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
Company
Employee endorsements
Career progression
"At Assembled, because of the companies rapid growth, I constantly feel like I'm working on big, impactful projects that push me way outside of my..."
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 values
- Act like a support agent - It's a mentality and an operating principle. It means meeting every challenge with rigor, empathy, and efficiency. Doing it because you care. Listening first, solutioning next.
- Get on the plane - We are biased towards action, and don’t wait to pitch in, help out, or to go the extra mile, every time. Sometimes, you just need to get on the plane — literally and figuratively.
- Make feedback a gift - The beauty of Assembled is rooted in the interplay of two traits — our diversity of perspectives and backgrounds and our willingness to give and receive feedback.
Company HQ
Mission District, San Francisco, CA
Articles
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.
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