Support Engineer

Job description

ABOUT ASSEMBLED Great customer support requires human agents and AI in perfect balance, and Assembled https://www.assembled.com/customers is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $71M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. THE ROLE As a company building for support teams, we take special pride in the support we provide to our customers. We're expanding our Support team and looking for strong technical generalists who love working with customers and are excited to build a world-class support organization. At Assembled, we live by the value that "Assembled is my team and my title"—meaning you'll do whatever is needed to ensure customer success, regardless of whether it falls within a traditional support scope. You'll be the trusted partner for our customers across their entire journey with Assembled. You'll engage with customers through various channels (email, Slack, chat, Zoom calls, live events, and channels we haven't even introduced yet!), meeting customers where and when they need us. We maximize value for our customers across our product suite, including Workforce Management, Assembled AI (our AI-powered agents & co-pilot products), and all Assembled features. You'll handle everything from billing and account questions to product consultation, deep technical troubleshooting, and escalations. Assembled Support sits in the same organization as our Solutions (Implementation) and Customer Success teams. You'll work especially closely with our Growth Customer Success Managers (CSMs) who serve the SMB segment. Together, we build solutions at scale that benefit our entire customer base. You'll regularly partner with CSMs on customer calls and in tickets, deepening your own business knowledge while driving exceptional experiences for customers and reducing time to resolution. This close collaboration ensures we're performing as one unified team focused on customer outcomes. With this role, you’re expected to turn individual customer tickets into company-changing improvements. You'll use your learnings on the front line to help our team prioritize bugs and feature requests. With our emphasis on skill development, ownership, and AI tool adoption, you’ll also have the opportunity to contribute code fixes to Engineering! You'll play a critical role in documenting knowledge, building internal processes, and scaling our systems to support our rapidly expanding customer base. This is a hybrid role based out of London with an in-office requirement of minimum Mondays and Thursdays. WHAT YOU’LL DO - 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. Act as the best partner, helping customers succeed in ways that go beyond what they'd expect from any other vendor. Proactively identify when contacts need to change channels (email, Slack, Zoom, etc.), following up & following through consistently. - 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. Your knowledge should empower others to succeed and inspire them to invest in their own knowledge development. - 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. Analyze issues and provide actionable bug reports. Collaborate closely with Engineering to diagnose root causes and drive thorough fixes. Get creative with workarounds when it matters most. Document your troubleshooting steps to contribute to content, helping the whole team learn and further powering our AI solutions. - Represent the voice of the customer: Synthesize feedback, spot patterns, and communicate trends upward & outward. Your insights from the front line should guide priorities and influence product direction. - 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. Help shape new support channels and operational models as we grow. - 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. Work closely with teammates within Support as well as across CSMs, Engineering, Product, Sales, Finance, Legal, and more. Partner on customer calls and in tickets, leveraging context to deliver better outcomes faster. Embrace feedback as a gift and contribute to our culture of continuous learning. Remember: Assembled is your team and title—align early & often, step in wherever needed to drive customer success. REQUIRED QUALIFICATIONS - You have a growth mindset, embracing new ideas and feeling energized by change. You’re comfortable challenging the status quo and your own biases. You see feedback as a gift and actively seek opportunities to learn and improve. - Minimum 2+ years in a technical customer-facing role at a SaaS company or start up with full customer journey support - Hands-on experience with SQL, APIs, and integrations - Demonstrated ability to learn technical concepts quickly as well as deliver complex troubleshoot steps to customers - Excellent written and verbal communication skills across multiple support channels TECHNICAL SKILLS - Strong technical aptitude with attention to detail and systematic problem-solving approach - Comfortable working with databases, APIs, developer tools, and debugging methodologies - Experience with web technologies, SaaS platforms, cloud-based systems, or emerging technologies - Ability to understand and communicate technical concepts to both technical and non-technical audiences - Experience & interest in effectively leveraging AI products, workforce management software, or support operations platforms OWNERSHIP & ACCOUNTABILITY - You take full ownership of customer issues and drive them to resolution, even when the path forward is unclear - You hold yourself accountable for quality in everything you ship—whether that's a customer response, a documentation update, or an internal process - You're self-starting in your learning and growth, seeking out resources and feedback to continuously improve - You follow through on commitments and communicate proactively when priorities shift or obstacles arise PROACTIVE COMMUNICATION - You take ownership of your work and are prone to action. You don't wait to be told what to do, but you also share information early and often, proactively communicating your progress, challenges, blockers, decisions to ensure alignment with your team and manager - You communicate clearly and concisely in writing, making complex topics accessible - You're comfortable escalating issues appropriately and know when to pull in additional resources - You ask thoughtful questions to understand the root of customer problems and organizational priorities. You demonstrate thought partnership - You actively contribute recommendations, suggestions, and ideas to improve processes, products, and customer experiences. You're resilient and persistent—100 "nos" don't discourage you from continuing to share your insights and advocate for what you believe will drive better outcomes CUSTOMER-CENTRIC MINDSET - You genuinely enjoy helping customers succeed and can build trust with people from diverse backgrounds. You balance empathy with technical rigor, ensuring customers feel heard while driving toward solutions - You approach problems holistically, understanding the "why" behind customer questions - You embody "Assembled is my team and my title"—stepping in wherever needed to ensure customer success AVAILABILITY & FLEXIBILITY - We're a startup building something special, and we need people who are energized by that challenge. You're willing to participate in rotating weekend coverage and holiday support as needed. You're comfortable adapting to changing schedules, channels, and operational requirements as we scale. - We're deeply committed to work-life balance and taking care of our team—we offer flexible PTO and support holistic wellbeing—while also requiring the flexibility to support our growing customer base and build this company together. INTERVIEW PROCESS - Our interview process is designed to give both you and us a comprehensive view of whether we're the right fit for each other. You can expect a multi-step process that includes conversations with several team members across Support and other functions, as well as a technical assessment or take-home exercise to showcase your problem-solving approach. This process helps us ensure we're building the right team, and it helps you get to know Assembled to ensure this is the opportunity is right for you. OUR BENEFITS - Monthly credits to spend on each: professional development, general wellness, Assembled customers, and commuting - Paid parental leave - Lunch provided daily (M-F) The estimated base salary range for this role is £50,000 – £60,000 per year. The base pay offered may vary depending on location, job-related knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive workplace where everyone feels like they belong and has the opportunity to do their best work. We look forward to hearing from you! For United States Applicants: Assembled participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. For United Kingdom Applicants: Assembled is required to verify your right to work in the UK and will conduct a Right to Work check prior to employment in accordance with applicable law.