API Support Engineer

Summary

Join AssemblyAI, a leading Speech AI company, as an API Support Engineer and be the first point of contact for customers integrating our API. You will work directly with customers, ensuring smooth integration, checking in on existing customers, and gathering feedback. As a product expert, you will answer technical questions via various channels and serve as a liaison between customers and engineering teams for bug reports and feature requests. You will also contribute to our technical resources by updating documentation, contributing to SDKs, and maintaining third-party integrations. This role requires 6+ months of experience in a similar support role, prior customer-facing experience, some technical experience, and the ability to understand and translate technical language. AssemblyAI offers competitive salaries and benefits, with ranges varying by location.

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

Responsibilities

• 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
• 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

Preferred Qualifications

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

Benefits

• United Kingdom: £60,572 – £66,948 (GBP)
• India: ₹4,877,889 – ₹5,391,351 (INR)
• Other Locations: Compensation for candidates in other regions will be discussed during the interview process, based on local market benchmarks