[Remote] Support Engineer at AssemblyAI

Remote

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

AI, Speech AI, TechnologyIndustries

Requirements

1 year+ of experience in a similar support role
Prior customer or client-facing experience, ideally in a high-growth startup environment
Experience working in a technical role, like technical support, solutions architect, software developer, QA testing, etc
Ability to understand and translate technical language across both clients & engineering teams
Experience working with REST APIs
You can demonstrate and explain API knowledge
You can hear a use case and creatively apply our API functionality to solve that use case

Responsibilities

Be the first line of support for AssemblyAI's customers, working directly with new customers integrating our API, checking in on current customers, notifying them about new features/product updates, and collecting feedback
Serve as the "product expert", answering technical questions about the product over live chat, Slack, and email
Wear multiple hats, serving as technical support, solutions advisor, or technical account manager as needed
Be the liaison between the customer and our engineering teams, managing the ticketing system for bug reports, feature requests, and technical issues
Manage and contribute to our technical resources, including updates and improvements to official documentation, contributions to SDKs, and building/maintaining third-party integrations

Skills

Key technologies and capabilities for this role

APISpeech-to-TextTroubleshootingCustomer SupportDeveloper ToolsIntegrations

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, AssemblyAI is a remote team.

What experience is ideal for this Support Engineer role?

Ideally, you have experience working as a developer or technical support in a past role.

What are the main responsibilities of the Support Engineer?

You will be the first line of support for customers, serve as the product expert answering technical questions, wear multiple hats including solutions advice and technical account management, and act as the liaison between customers and engineering teams.

What is the company culture like at AssemblyAI?

AssemblyAI is a small, remote team of AI research experts growing rapidly, where team members wear multiple hats in cross-functional roles and focus on customer success with cutting-edge Speech AI.

What makes a strong candidate for this position?

A driven and dedicated person who loves interacting with customers and has technical experience to collaborate with developers on troubleshooting API integrations.

AssemblyAI

Speech recognition and audio intelligence solutions

About AssemblyAI

AssemblyAI specializes in Speech AI technology, focusing on automatic speech recognition (ASR) and audio intelligence. Their main product is an API that allows businesses to transcribe audio and video content, detect speakers, analyze sentiment, and redact personally identifiable information (PII). This API enables clients to integrate these capabilities into their own applications, providing accurate and scalable speech-to-text solutions. Unlike many competitors, AssemblyAI emphasizes continuous improvement of their AI models, backed by a team of research leaders and engineers. Their goal is to help businesses unlock the potential of voice data, making it easier to derive insights and build innovative applications.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$110MTotal Funding

SERIES_CCompany Stage

Enterprise Software, AI & Machine LearningIndustries

51-200Employees

Benefits

Competitive Salary + Bonus

Equity

401k

100% Remote team

Unlimited PTO

Premium medical, vision, & dental care

$1K budget for your home office setup

New Macbook Pro (or PC if you prefer)

2x/year company paid team retreat

Risks

Competition from Gladia, Deepgram, and Speechmatics may erode market share.

Rapid AI advancements could make current models obsolete without continuous innovation.

Over-reliance on API revenue is risky if clients shift to in-house solutions.

Differentiation

AssemblyAI offers advanced Speech AI models for transcription and sentiment analysis.

The company provides an API for seamless integration into client applications.

AssemblyAI's technology supports speaker detection and PII redaction, enhancing data security.

Upsides

Real-time audio processing is a growing market opportunity for AssemblyAI.

Customizable AI voice agents present a new avenue for product expansion.

Integration with no-code platforms could increase API adoption among non-technical users.

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