Associate Support Engineer

About the role

Assembled is the only unified platform that orchestrates human agents and AI at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation.

Responsibilities

• 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 (and help others do the same): 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. Write scripts, queries, and lightweight code fixes to unblock customers. Analyze issues and provide actionable bug reports. Collaborate closely with Engineering to diagnose root causes and drive thorough fixes.
• Represent the voice of the customer: Synthesize feedback, spot patterns, and communicate trends upward & outward. Your insights from the front line should guide priorities and influence product direction.
• Build for scale—not just the ticket in front of you: Look beyond individual issues to identify larger improvements. Proactively make recommendations on internal tools, processes, and policies to prevent future problems. Build documentation to contribute to knowledge bases and playbooks.
• Manage up and collaborate fearlessly across the org: In our fast-paced environment, proactive communication with your manager is essential. Give and receive feedback early & often, surface blockers before they become issues, share status updates on your priorities and progress, and provide upward visibility on customer health, critical issues, and support trends. Work closely with teammates within Support as well as across CSMs, Engineering, Product, Sales, Finance, Legal, and more. Partner on customer calls and in tickets, leveraging context to deliver better outcomes faster.
• Embrace feedback as a gift and contribute to our culture of continuous learning. Remember: Assembled is your team and title—align early & often, step in wherever needed to drive customer success.

Requirements

• 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.
• Demonstrated ability to learn technical concepts quickly as well as deliver complex troubleshoot steps to customers.
• Excellent written and verbal communication skills across multiple support channels.
• 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.
• Experience with understanding and communicating technical concepts to both technical and non-technical audiences.
• Experience & interest in effectively leveraging AI products, workforce management software, or support operations platforms.
• Ownership & Accountability: You take full ownership of customer issues and drive them to resolution, even when the path forward is unclear. You hold yourself accountable for quality in everything you ship.
• Proactive Communication: You take ownership of your work and are prone to action. You don't wait to be told what to do, but you also share information early and often, proactively communicating your progress, challenges, blockers, decisions to ensure alignment with your team and manager. You communicate clearly and concisely in writing, making complex topics accessible. You're comfortable escalating issues appropriately and know when to pull in additional resources. You ask thoughtful questions to understand the root of customer problems and organizational priorities. You demonstrate thought partnership. You actively contribute recommendations, suggestions, and ideas to improve processes, products, and customer experiences. You're resilient and persistent—100 "nos" don't discourage you from continuing to share your insights and advocate for what you believe will drive better outcomes.
• Customer-Centric Mindset: You genuinely enjoy helping customers succeed and can build trust with people from diverse backgrounds. You balance empathy with technical rigor, ensuring customers feel heard while driving toward solutions. 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. You're comfortable adapting to changing schedules, channels, and operational requirements as we scale.

Qualifications

• A growth mindset, embracing new ideas and feeling energized by change.
• Comfortable challenging the status quo and your own biases.
• Sense of urgency and a bias towards action.
• Self-motivation and a strong sense of ownership.
• Ability to work independently and as part of a team.
• Strong interpersonal and communication skills.
• Ability to manage multiple projects simultaneously.
• Ability to work under pressure and meet deadlines.
• Ability to adapt to changing priorities and environments.
• Ability to work collaboratively with cross-functional teams.
• Ability to prioritize tasks and manage time effectively.
• Ability to learn and apply new technologies and processes.
• Ability to analyze data and make informed decisions.
• Ability to communicate effectively with customers and colleagues.
• Ability to handle sensitive and confidential information with discretion.
• Ability to work in a fast-paced, dynamic environment.
• Ability to work remotely and manage time effectively.
• Ability to work with a diverse range of people and cultures.
• Ability to work with a variety of tools and technologies.
• Ability to work with a wide range of customers and stakeholders.
• Ability to work with a variety of customer support channels.
• Ability to work with a variety of customer support tools and platforms.
• Ability to work with a variety of customer support processes and procedures.
• Ability to work with a variety of customer support strategies and approaches.
• Ability to work with a variety of customer support technologies and systems.
• Ability to work with a variety of customer support workflows and processes.
• Ability to work with a variety of customer support workloads and demands.
• Ability to work with a variety of customer support work environments.
• Ability to work with a variety of customer support work styles and preferences.
• Ability to work with a variety of customer support work habits and routines.
• Ability to work with a variety of customer support work practices and methods.
• Ability to work with a variety of customer support work environments and conditions.
• Ability to work with a variety of customer support work situations and scenarios.
• Ability to work with a variety of customer support work challenges and obstacles.
• Ability to work with a variety of customer support work opportunities and possibilities.
• Ability to work with a variety of customer support work goals and objectives.
• Ability to work with a variety of customer support work plans and strategies.
• Ability to work with a variety of customer support work processes and procedures.
• Ability to work with a variety of customer support work roles and responsibilities.
• Ability to work with a variety of customer support work relationships and networks.
• Ability to work with a variety of customer support work values and beliefs.
• Ability to work with a variety of customer support work ethics and principles.
• Ability to work with a variety of customer support work standards and guidelines.
• Ability to work with a variety of customer support work policies and procedures.
• Ability to work with a variety of customer support work practices and methods.
• Ability to work with a variety of customer support work habits and routines.
• Ability to work with a variety of customer support work environments and conditions.
• Ability to work with a variety of customer support work situations and scenarios.
• Ability to work with a variety of customer support work challenges and obstacles.
• Ability to work with a variety of customer support work opportunities and possibilities.
• Ability to work with a variety of customer support work goals and objectives.
• Ability to work with a variety of customer support work plans and strategies.
• Ability to work with a variety of customer support work processes and procedures.
• Ability to work with a variety of customer support work roles and responsibilities.
• Ability to work with a variety of customer support work relationships and networks.
• Ability to work with a variety of customer support work values and beliefs.
• Ability to work with a variety of customer support work ethics and principles.
• Ability to work with a variety of customer support work standards and guidelines.
• Ability to work with a variety of customer support work policies and procedures.
• Ability to work with a variety of customer support work practices and methods.
• Ability to work with a variety of customer support work habits and routines.
• Ability to work with a variety of customer support work environments and conditions.
• Ability to work with a variety of customer support work situations and scenarios.
• Ability to work with a variety of customer support work challenges and obstacles.
• Ability to work with a variety of customer support work opportunities and possibilities.
• Ability to work with a variety of customer support work goals and objectives.
• Ability to work with a variety of customer support work plans and strategies.
• Ability to work with a variety of customer support work processes and procedures.
• Ability to work with a variety of customer support work roles and responsibilities.
• Ability to work with a variety of customer support work relationships and networks.
• Ability to work with a variety of customer support work values and beliefs.
• Ability to work with a variety of customer support work ethics and principles.
• Ability to work with a variety of customer support work standards and guidelines.
• Ability to work with a variety of customer support work policies and procedures.
• Ability to work with a variety of customer support work practices and methods.
• Ability to work with a variety of customer support work habits and routines.
• Ability to work with a variety of customer support work environments and conditions.
• Ability to work with a variety of customer support work situations and scenarios.
• Ability to work with a variety of customer support work challenges and obstacles.
• Ability to work with a variety of customer support work opportunities and possibilities.
• Ability to work with a variety of customer support work goals and objectives.
• Ability to work with a variety of customer support work plans and strategies.
• Ability to work with a variety of customer support work processes and procedures.
• Ability to work with a variety of customer support work roles and responsibilities.
• Ability to work with a variety of customer support work relationships and networks.
• Ability to work with a variety of customer support work values and beliefs.
• Ability to work with a variety of customer support work ethics and principles.
• Ability to work with a variety of customer support work standards and guidelines.
• Ability to work with a variety of customer support work policies and procedures.
• Ability to work with a variety of customer support work practices and methods.
• Ability to work with a variety of customer support work habits and routines.
• Ability to work with a variety of customer support work environments and conditions.
• Ability to work with a variety of customer support work situations and scenarios.
• Ability to work with a variety of customer support work challenges and obstacles.
• Ability to work with a variety of customer support work opportunities and possibilities.
• Ability to work with a variety of customer support work goals and objectives.
• Ability to work with a variety of customer support work plans and strategies.
• Ability to work with a variety of customer support work processes and procedures.
• Ability to work with a variety of customer support work roles and responsibilities.
• Ability to work with a variety of customer support work relationships and networks.
• Ability to work with a variety of customer support work values and beliefs.
• Ability to work with a variety of customer support work ethics and principles.
• Ability to work with a variety of customer support work standards and guidelines.
• Ability to work with a variety of customer support work policies and procedures.
• Ability to work with a variety of customer support work practices and methods.
• Ability to work with a variety of