Associate Support Engineer

About this role

Assembled seeks a technical support engineer to deliver exceptional customer experiences across their AI-powered support platform. You'll handle diverse customer needs—from billing to complex technical troubleshooting—while collaborating with implementation and success teams to drive product improvements and scale support operations.

What you'll do

• Provide multi-channel support (email, Slack, chat, Zoom) for customers across billing, product education, and technical troubleshooting
• Develop deep expertise in Assembled's full product suite including Workforce Management and AI products
• Investigate and resolve technical issues by analyzing logs, querying databases, debugging integrations, and writing code fixes
• Collect and synthesize customer feedback to identify patterns and inform product direction
• Partner with Solutions and Customer Success teams on customer calls and tickets to ensure unified outcomes
• Build documentation, processes, and knowledge bases to scale support operations and prevent recurring issues

What they're looking for

• Technical troubleshooting and debugging
• API integration knowledge
• Basic scripting or lightweight coding
• SQL or database querying
• Product documentation and knowledge management
• Customer communication and empathy
• Cross-functional collaboration
• Problem-solving and attention to detail

Benefits

• Opportunity to contribute code fixes to the Engineering team
• Strong emphasis on skill development and professional growth
• Collaboration with high-performing Solutions and Customer Success teams
• Access to AI tools for enhanced productivity
• Onsite role in San Francisco office (5 days/week)