Forward Deployed Engineer, Triage (NYC)
Assemblyai · New York City
About this role
## Why AssemblyAI AssemblyAI builds 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 **2B+ end-user experiences**. We’re hiring a **Forward Deployed Engineer (Triage)** to join a small team and help define the future of the industry. --- ## 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/year**, solve their technical problems directly, and build/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. **Location:** Hybrid — you’ll need to live within commuting distance of our **NYC** office. --- ## What you’ll do - **Own your accounts:** Technical owner for customers spending up to **$50K/year**. Diagnose integration issues, unblock quickly, and identify accounts ready to grow. Route pricing/commercial conversations to the **Portfolio** team. - **Build and manage agents:** Run internal agents for customer support and operations, including a customer-facing chat agent. Iterate, build new ones, and own their quality. - **Turn escalations into fixes:** When the chat agent can’t resolve something, it escalates to you. Solve the issue, then update the agent so it handles the case next time. - **Close the loop with Engineering and Research:** File bugs and feature requests with enough evidence to act on, and turn customer feedback 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 strong solutions backgrounds. - Proficiency in **at least one programming language** (Python preferred; other languages considered). - Daily use of **coding agents** (e.g., Claude Code or Codex), with real projects shipped using them. You manage context across long tasks and review agent output before it reaches customers. - Experience with **REST APIs** and ability to read/debug customer code. - **Strong written communication** (most work happens in Slack). - Ability to understand a customer use case and map it to what our **API** can do. --- ## Nice to have - Built an agent/automation that others rely on - **SQL** - Experience with **speech, audio, or voice AI** products --- ## Where this role leads Triage is where you learn our product, 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 your path and timeline. --- ## Pay transparency **Salary range (US): $115,000 - $135,000** Total compensation includes **equity grants**, **100% employer-paid benefits**, and working alongside the team in **New York City**. A **401(k) match up to 4%** is offered to all US-based full-time team members. --- ## AI to Interview / GDPR - If selected for an interview, review: https://www.assemblyai.com/candidate-ai-guidance - EU candidates: review the GDPR privacy notice before applying: https://www.assemblyai.com/legal/gdpr-job-applicant-and-worker-privacy-notice --- ## Keep exploring AssemblyAI Speech-to-text | Streaming speech-to-text | Sp
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