API Support Engineer

Responsibilities:

• Be the first line of support for AssemblyAI’s customers. You’ll work directly with 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 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.

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