API Support Engineer

Position Overview

AssemblyAI is seeking a driven and dedicated API Support Engineer to join our multi-functional team. This role involves direct interaction with customers to ensure successful integration and ongoing satisfaction with our Speech AI API. You will act as the primary technical point of contact, bridging the gap between customer needs and our engineering teams.

About AssemblyAI

AssemblyAI is at the forefront of Speech AI, providing powerful speech-to-text and speech understanding models through a user-friendly API. We empower over 200,000 developers and serve more than 5,000 paying customers, enabling the next generation of AI-powered products. Our team comprises AI research experts dedicated to keeping our customers at the cutting edge with continuously improving, production-ready AI models. Our models consistently outperform industry benchmarks, including those from Google, Amazon, and OpenAI's Whisper, in accuracy and reduced hallucinations. Our technology powers over 2 billion end-user experiences daily, assisting companies with customer feedback analysis, meeting productivity, and educational tools. We are a remote-first company backed by leading investors and are building one of the next great AI companies.

Responsibilities

• Customer Support: Serve as the first line of support for AssemblyAI customers, assisting with API integrations and proactively checking in on existing customers.
• Product Expertise: Act as the "product expert," answering technical questions via live chat, Slack, and email.
• Customer Advocacy: Manage the ticketing system and act as the liaison between customers and engineering teams for bug reports, feature requests, and technical issues.
• Technical Resource Management: Update and improve official documentation, contribute to SDKs, and build/maintain third-party integrations.
• Customer Engagement: Notify customers about new features and product updates, and collect valuable feedback.

Requirements

• 6+ months of experience in a similar support role.
• Prior customer or client-facing experience, preferably in a high-growth startup environment.
• Technical experience, ideally from a coding bootcamp or a past software engineering role.
• Ability to understand and translate technical language between clients and engineering teams.
• Experience working with REST APIs.
• Demonstrated ability to explain API knowledge.
• Capability to understand a use case and creatively apply API functionality to solve it.

Nice to Have

• Exceptional organizational skills.
• Outgoing personality with a passion for communicating with external stakeholders and customers.
• Proven ability to take ownership of customer feedback.
• Ability to quickly master API functionality.

Application Instructions

Please refer to the original job posting for specific application instructions.

Company Information

• Company: AssemblyAI
• Industry: Artificial Intelligence, Speech AI
• Location Type: Remote
• Employment Type: Full-time

Salary & Pay Transparency

AssemblyAI is committed to recruiting and retaining exceptional talent from diverse backgrounds while ensuring pay equity. Our salary ranges are based on... [Salary information truncated in original text]