Support Engineer

AssemblyAI is growing quickly, and we’re searching for a driven and dedicated API Support Engineer to work on our multi-functional team. This role will support our customers in the Australia timezone and requires working 8-5pm ACT. We're growing rapidly, and looking for someone who loves interacting with customers, and has the technical experience to collaborate with developers to help troubleshoot their integrations with our API. Ideally, you have experience working as a developer or technical support in a past role. With significant investment and strong leadership to fuel our growth, it’s the perfect time to join the AssemblyAI team.

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What you will do:

• Be the first line of support AssemblyAI's customers. You'll work directly with new 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.
• Wear multiple hats. Supporting customers often involves wearing multiple hats. In some conversations, you will serve as technical support, in others you might provide solutions advice, and in others you might function as their technical account manager.
• 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.
• Manage and contribute to our technical resources. You will make updates and improvements to our official documentation, contribute to our SDKs, and build and maintain third-party integrations.

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What you'll need:

• 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

Nice to have:

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