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.
• 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.
• 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. Collaborate closely with Engineering to diagnose root causes and drive thorough fixes.
• Represent the voice of the customer: Synthesize feedback, spot patterns, and communicate trends upward & outward.
• 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.
• 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.

Requirements

• 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

Tech Stack

• 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