Forward Deployed Engineer, Triage (SF)
Assemblyai · San Francisco
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 a lean, fast-moving team (under 100 people) with real scale—thousands of customers including Granola, Fireflies, Figure AI, and CallRail. --- **About the role (Forward Deployed Engineer, Triage — SF)** AssemblyAI is hiring a **Forward Deployed Engineer** for our **Triage** team. You’ll own a book of customer accounts up to **$50K/year**, solve technical problems directly, and build/run the **agents** that handle first-line 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 **San Francisco (SF)** 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 commercial/pricing conversations to the **Portfolio** team. - **Build and manage agents:** Run internal agents for customer support and operations, including a customer-facing chat agent you’ll help bring back online. 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 customer’s problem, then fix 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 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). **1 year** may be considered for strong solutions background. - 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. You can manage context across long tasks and verify agent output before it reaches customers. - Experience with **REST APIs** and ability to read/debug customer code. - **Strong written communication** (most work is in Slack). - Ability to hear a customer use case and map it to what the 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 the product, customers, and how we build with agents. Engineers who do well move into larger books on our **Portfolio** and **Strategic** teams. Your manager will work with you on the 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 our **San Francisco** office. - **401(k) match up to 4%** for US-based full-time team members. --- **AI to Interview / GDPR** - If selected for an interview, review AssemblyAI’s **candidate AI guidance**: https://www.assemblyai.com/candidate-ai-guidance - EU candidates should review the **GDPR privacy notice**: https://www.assemblyai.com/legal/gdpr-job-applicant-and-worker-privacy
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