Technical Support Specialist

About Assembled: Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI‑powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate.

The Role: As a company building for support teams, we take special pride in the support we provide to our customers. We're expanding our Support team and looking for strong technical generalists who love working with customers and are excited to build a world‑class support organization. At Assembled, we live by the value that “Assembled is my team and my title”—meaning you'll do whatever is needed to ensure customer success, regardless of whether it falls within a traditional support scope. You'll be the trusted partner for our customers across their entire journey with Assembled.

What You’ll Do:

• Create exceptional experiences for customers: Take ownership of customer interactions from initial contact through resolution. Build trust through empathy, curiosity, determination, and complete resolutions.
• Provide expert guidance across the entire journey: billing, account management, product education, strategic consultation, and complex technical troubleshooting.
• Act as the best partner, helping customers succeed in ways that go beyond what they'd expect from any other vendor.
• Proactively identify when contacts need to change channels (email, Slack, Zoom, etc.), following up & following through consistently.
• Master the product: Develop deep expertise across Assembled's full product suite—both AI and WFM. Become the go‑to resource for customers and teammates alike.
• Investigate and resolve technical issues: Dive into logs, query databases, debug API integrations, replicate errors, and troubleshoot across our stack.
• Document your troubleshooting steps to contribute to content, helping the whole team learn and further powering our AI solutions.
• Represent the voice of the customer: Synthesize feedback, spot patterns, and communicate trends upward & outward.
• Build for scale—not just the ticket in front of you: Look beyond individual issues to identify larger improvements.
• Manage up and collaborate fearlessly across the org: In our fast‑paced environment, proactive communication with your manager is essential.

Required Qualifications:

• You have a growth mindset, embracing new ideas and feeling energized by change.
• Minimum 2+ years in a technical customer‑facing role at a SaaS company or start up with full customer journey support.
• Hands‑on experience with SQL, APIs, and integrations.
• Excellent written and verbal communication skills across multiple support channels.

Technical Skills:

• Strong technical aptitude with attention to detail and systematic problem‑solving approach.
• Comfortable working with databases, APIs, developer tools, and debugging methodologies.
• Experience with web technologies, SaaS platforms, cloud‑based systems, or emerging technologies.

Ownership & Accountability:

• You take full ownership of customer issues and drive them to resolution.
• You hold yourself accountable for quality in everything you ship.
• You follow through on commitments and communicate proactively when priorities shift or obstacles arise.

Proactive Communication:

• You take ownership of your work and are prone to action.
• You communicate clearly and concisely in writing, making complex topics accessible.
• You ask thoughtful questions to understand the root of customer problems and organizational priorities.

Customer‑Centric Mindset:

• You genuinely enjoy helping customers succeed and can build trust with people from diverse backgrounds.
• You approach problems holistically, understanding the “why” behind customer questions.

Availability & Flexibility:

• You're willing to participate in rotating weekend coverage and holiday support as needed.
• We're deeply committed to work‑life balance and taking care of our team.

Interview Process: Our interview process is designed to give both you and us a comprehensive view of whether we're the right fit for each other.

Our benefits: Monthly credits to spend on professional development, general wellness, Assembled customers, and commuting. Paid parental leave. Hybrid work model with catered lunches everyday (M‑F).

The estimated base salary range for this role is $100,000 - $130,000 per year. We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply.