Assembled Products Corporation

Support Engineer

• Create exceptional experiences for customers: Take ownership of customer interactions from initial contact through resolution. 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.
• 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. Collaborate closely with Engineering to diagnose root causes and drive thorough fixes.
• Represent the voice of the customer: Synthesize feedback, spot patterns, and communicate trends upward & outward.
• 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. Ship openly and share your wins in #shipped.
• 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.

Technical Support Specialist

Artificial Intelligence

• Ensure each AI deployment has a path to success that will work for the customer and meet their business needs.
• Build, hire, and coach a team of AI Deployment Strategists on both coasts. Develop team members through regular feedback and support, create career development paths, and foster a culture of innovation and continuous learning. Manage capacity planning and resource allocation to ensure the team can scale with customer demand.
• Serve as the point of contact for complex customer situations, handling escalations that require senior leadership engagement. Navigate challenging conversations with C-suite stakeholders and turn difficult situations into opportunities to strengthen relationships and demonstrate value.
• Drive the creation and evolution of deployment best practices as AI products mature. Define what world-class looks like for support teams coordinating human and AI agents – focusing on resolutions and experiences over simple containment metrics. Document and scale what works for the team and for when and how to pull in others, creating repeatable processes that maintain quality as we grow.
• Collaborate closely with Sales, Product, Engineering, and Customer Success to align on customer outcomes, product roadmap priorities, and go-to-market strategy. Channel team insights and customer feedback to shape product direction and enhance our AI offerings.
• Design and implement team processes that balance quality with velocity. Define when different skill sets are needed across the customer lifecycle (pre-sales, implementation, optimization, expansion) and orchestrate resources accordingly. Build systems that allow the team to scale efficiently without sacrificing the strategic, consultative approach that differentiates Assembled. Own team performance against key metrics including pilot/POC win rates, time-to-value, customer satisfaction, AI deployment quality scores, and expansion NRR. Use data to drive continuous improvement and demonstrate the business impact of world-class deployment strategy.

Head of AI Deployments

• Ensure each AI deployment has a path to success that will work for the customer and meet their business needs.
• Build, hire, and coach a team of AI Deployment Strategists on both coasts.
• Serve as the point of contact for complex customer situations.
• Drive the creation and evolution of deployment best practices as AI products mature.
• Collaborate closely with Sales, Product, Engineering, and Customer Success to align on customer outcomes.
• Design and implement team processes that balance quality with velocity.

Product Designer

• Create, refine, and iterate on significant new products and features for AI-backed support and support operations.
• Mentor other designers.
• Deeply understand our users.
• Be the steward of our product experience.
• Improve our visual and interaction design.

Technical Support Specialist

Head of AI Deployments

Head of AI Deployments

Product Designer, Experienced