Technical Support Specialist

Role Overview

• 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.

Requirements

• 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
• 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

Tech Stack

• Cloud
• SQL

Benefits

• Generous medical, dental, and vision benefits
• Paid company holidays, sick time, and unlimited time off
• Monthly credits to spend on each: professional development, general wellness, Assembled customers, and commuting
• Paid parental leave
• Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
• 401(k) plan enrollment