API Support Engineer

AssemblyAI is a remote-first AI company building powerful deep learning models for developers, startups, and enterprises to transcribe and understand their audio data.

Our ASR models already outperform companies like Google, AWS, and Microsoft - which is why hundreds of companies and thousands of developers are using our APIs to transcribe and understand millions of videos, podcasts, phone calls, and zoom meetings every day. Our APIs power innovative products like conversational intelligence platforms, zoom meeting summarizers, content moderation, and automatic closed captioning.

AssemblyAI’s Speech-to-Text APIs are already trusted by Fortune 500s, startups, and thousands of developers around the world, with well-known customers including Spotify, Algolia, Dow Jones, Happy Scribe, BBC, The Wall Street Journal, and NBCUniversal. As part of a huge and emerging market, AssemblyAI is well on its way to becoming the leader in speech recognition and NLP.

We're growing at breakneck speed, and recently announced our Series B round. We've raised $63M in total funding, and are backed by leading investors including Insight Partners, Accel, Y Combinator, Patrick and John Collision (Founders of Stripe), Nat Friedman (Former CEO of GitHub), and Daniel Gross (Entrepreneur & Investor in companies including GitHub, Uber & SpaceX)!

Our ambition is to build an iconic AI company, making advanced deep learning technology accessible to everyday developers through a simple API, good docs, and a great developer experience.

Join our world-class, remote team and help us build an iconic deep learning company!

The Role

AssemblyAI is growing quickly, and we’re searching for a driven and dedicated API Support Engineer to work on our multi-functional team. We're growing rapidly, and looking for someone who loves interacting with customers, and has enough technical experience to interact with developers to help troubleshoot their integrations with our API. Ideally you've done a coding bootcamp, or served as a developer in a past role.With significant investment and strong leadership to fuel our growth, it’s the perfect time to join the AssemblyAI team.

In this role you’ll have the opportunity to:

• Be the first line of support AssemblyAI's customers.  You'll work directly with customers who are integrating our API, to make sure their integration is going well. You'll also be responsible for checking in on current customers, notifying them about upcoming new features/product updates, and collecting any feedback they have
• Serve as the "product expert".  You'll be responsible for answering technical questions about the product over live chat, Slack, and email. We're a small team, and this will also be a great opportunity to wear multiple hats and to serve in a critical cross-functional role.
• Be the liaison between the customer and our engineering teams. You'll manage our ticketing system and serve as the liaison between the customer and our engineering team for bug reports, feature requests, and technical issues that are reported.

Requirements

• 6 months+ of experience in a similar support role
• Prior customer or client-facing experience, ideally in a high-growth startup environment
• Some technical experience; ideally from a coding bootcamp or past software engineering job
• 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

Skills

• Super organized
• Outgoing; loves to communicate with external stakeholders and customers
• You take ownership of customer feedback
• Ability to master our API's functionality

Our Team

Our team is made up of problem solvers, innovators and top AI researchers with over 20+ years of experience in Machine Learning, NLP, and Speech Recognition from companies like DeepMind, Google Brain, Meta, Apple and Amazon. They conduct cutting edge deep learning research and develop novel algorithms & techniques to continually push the state of the art in speech recognition & NLP!

Our team is fully remote, and our culture is super collaborative, low-ego, transparent, and fast-paced. We want to win - and have a flat organization where everyone can openly share ideas (regardless of their title or position) in order to get the best idea.

As a remote company, our team members are given a lot of trust and autonomy to work where and how they want. We look for people to join our team who are ambitious, curious, and self-motivated, and we put a lot of trust and autonomy into everyone on our team. We want to empower everyone to do their best work with whatever tools, structures, or resources they need to perform at their highest potential.

Benefits (US)

• Competitive Salary + Bonus
• Equity
• 401k
• 100% Remote team
• Unlimited PTO
• Premium Healthcare (100% Covered for you + dependents)
• Vision & Dental Care
• $1K budget for your home office setup
• New Macbook Pro (or PC if you prefer)
• 2x/year company paid team retreat