Associate Support Engineer

About the role

The role involves creating exceptional experiences for customers, providing expert guidance across the entire journey, handling billing, account management, product education, strategic consultation, and complex technical troubleshooting. You'll act as the best partner, helping customers succeed in ways that go beyond what they'd expect from any other vendor.

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.
• 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.
• 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.

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 AI products, workforce management software, or support operations platforms
• Ownership & Accountability: Take full ownership of customer issues and drive them to resolution, even when the path forward is unclear
• Proactive Communication: 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
• Customer-Centric Mindset: 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

Qualifications

• Growth mindset, embracing new ideas and feeling energized by change
• Comfortable challenging the status quo and your own biases
• See feedback as a gift and actively seek opportunities to learn and improve
• Take full ownership of customer issues and drive them to resolution, even when the path forward is unclear
• Hold yourself accountable for quality in everything you ship—whether that's a customer response, a documentation update, or an internal process
• Self-starting in your learning and growth, seeking out resources and feedback to continuously improve
• Follow through on commitments and communicate proactively when priorities shift or obstacles arise
• Proactive Communication: 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
• Communicate clearly and concisely in writing, making complex topics accessible
• Comfortable escalating issues appropriately and know when to pull in additional resources
• Ask thoughtful questions to understand the root of customer problems and organizational priorities. You demonstrate thought partnership
• Actively contribute recommendations, suggestions, and ideas to improve processes, products, and customer experiences
• 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: 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

Skills

• Technical aptitude with attention to detail and systematic problem-solving approach
• Understanding of databases, APIs, developer tools, and debugging methodologies
• Experience with web technologies, SaaS platforms, cloud-based systems, or emerging technologies
• Ability to understand and communicate technical concepts to both technical and non-technical audiences
• Experience & interest in effectively leveraging AI products, workforce management software, or support operations platforms

Benefits

• Generous medical, dental, and vision benefits
• Paid company holidays, sick time, and unlimited time off
• Monthly credits to spend on each: professional development, general wellness, Assembled customers, and commuting
• Paid parental leave
• Catered lunches and fully stocked kitchen
• 401(k) plan enrollment

Pay

The estimated base salary range for this role is $80,000 - $100,000 per year. The base pay offered may vary depending on location, job-related knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

Schedule

This is an onsite role based in our San Francisco office, five days a week (Monday–Friday).