Assembled

Software Engineer - AI Agents

United States

$120,000 – $270,000Compensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Customer Support Technology, AI & Machine Learning, Software DevelopmentIndustries

Position Overview

  • Location Type: Remote
  • Job Type: Full-Time
  • Salary: $120K - $270K

Assembled builds the infrastructure that underpins exceptional customer support, empowering companies like CashApp, Etsy, and Robinhood to deliver faster, better service at scale. With solutions for workforce management, BPO collaboration, and AI-powered issue resolution, Assembled simplifies the complexities of modern support operations by uniting in-house, outsourced, and AI-powered agents in a single operating system. Backed by $70M in funding from NEA, Emergence Capital, and Stripe, and driven by a team of experts passionate about problem-solving, we’re at the forefront of support operations technology.

The Assist Team is building autonomous AI agents that handle the most challenging aspects of customer support and let human agents focus on high-value interactions. After launching the product's go-to-market motion, the Assist product line grew 5x in just 3 months to millions of ARR, with a strong pipeline of deals for even more growth. We're already deploying our systems at leading tech companies like Canva, Patreon, and Babylist, giving us complex real-world scenarios to solve with rapid feedback loops. The engineering challenges are significant: building autonomous agents that can reliably handle customer interactions, designing systems that scale across communication channels, and pushing the boundaries of what's possible with current LLM technology. Operating as a team led by CTO John Wang, we're focused on eliminating low-leverage support work and helping agents send faster, more accurate replies.

Examples of what you might work on:

  • Scaling LLMs with Golang
  • Enhancing RAG results with Reciprocal Rank Fusion and Hybrid Search
  • Pioneering new LLM evaluation techniques

Responsibilities

As a Software Engineer on the Assist Team, you will:

  • Build foundational new features: Develop product features from the ground up, such as implementing translation capabilities powered by LLMs and intelligent categorization of incoming tickets. You’ll help design and build a workflow builder that distills the complexity of workflows into a simple, intuitive interface, making powerful tools accessible and easy to use for support agents.
  • Improve LLM model results: Enhance our retrieval augmented generation engine using techniques like vector search, document re-ranking, and hypothetical document embeddings. You’ll help us leverage implicit knowledge bases like past tickets and macros to improve model performance.
  • Develop LLM Infrastructure: Architect the abstractions that enable the integration of various types of LLMs tailored for different applications. You’ll design and implement evaluation and logging systems to monitor performance and build interfaces that expand our platform's capabilities.
  • Engage with customers: Collaborate with our customers (both support agents and managers) to understand their needs, how they interact with our product, and how we can improve their lives.
  • Wear many hats: Be versatile in roles — coding, user research, planning, brainstorming, interviewing, and cross-team collaboration.
  • Shape the team culture: Encourage a startup mentality that’s all about staying positive, aiming for top-notch product quality, and taking initiative.

About You

You might be a good fit if you:

  • Have 5+ years of experience in software engineering as an individual contributor.
  • Are highly ambitious and driven and set high goals for yourself and others.
  • Put customers first, focusing on real problem-solving and making life easier for support agents.
  • Enjoy fast-paced environments and can quickly adjust when new insights come from customers or prospects.
  • Have a bit of a maverick streak that helps you come up with creative solutions for tough problems.
  • Have made a noticeable impact on small teams and have solid experience contributing in startups or smaller companies.
  • Have worked with LLMs and are excited to dive into them every day.
  • Stay humble and open to feedback, value tea.

Skills

Golang
Large Language Models (LLMs)
Retrieval-Augmented Generation (RAG)
Hybrid Search
LLM evaluation techniques
Translation capabilities
Scaling AI models
System scalability
AI-powered customer support

Assembled

Optimizes workforce management for customer support

About Assembled

Assembled optimizes workforce management for customer support teams by providing a platform that enhances the efficiency of service operations. The platform includes features like advanced scheduling, real-time monitoring, and data analytics, which help businesses manage their customer service more effectively. It serves a range of clients, from small businesses to large corporations, by using artificial intelligence and automation to improve team performance. Key features include adherence reports that track agent schedules and real-time performance data to maintain high service uptime. Assembled operates on a subscription-based model, allowing clients to access its tools for a recurring fee, which supports ongoing updates and improvements. The main goal of Assembled is to reduce operational costs, boost agent productivity, and enhance customer satisfaction by ensuring that support teams are optimally staffed and managed.

San Francisco, CaliforniaHeadquarters
2018Year Founded
$68.8MTotal Funding
SERIES_BCompany Stage
Enterprise Software, AI & Machine LearningIndustries
51-200Employees

Benefits

Competitive compensation and equity package
Insurance coverage
401(k)
CSA Credit
Stipend for use at any Assembled customer
Professional development stipend
Wellness stipend

Risks

Competition from CRM giants like Salesforce may threaten market share.
Rapid AI advancements require continuous innovation, straining resources.
Economic downturns could reduce client spending on workforce management tools.

Differentiation

Assembled offers AI-driven workforce management tailored for customer support teams.
The platform integrates seamlessly with tools like Google Calendar and Slack.
Assembled provides real-time data analytics for optimizing customer support operations.

Upsides

Raised $51M in Series B funding for product development and innovation.
Increased demand for remote work solutions aligns with Assembled's capabilities.
Growing need for omnichannel support enhances Assembled's market relevance.

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