Support Engineer

Join Assembled, a fast-growing startup focused on building a world-class support organization. As a Support Engineer, you'll be the trusted partner for our customers, engaging with them through various channels and providing expert guidance across the entire journey. You'll also investigate and resolve technical issues, represent the voice of the customer, and build for scale. This role offers competitive compensation, comprehensive insurance, and flexible work arrangements.

• Assurer la satisfaction des clients en prenant en charge leurs interactions, de la première prise de contact à la résolution.
• Fournir des conseils d'expert tout au long du parcours client, y compris la gestion des comptes, l'éducation sur les produits et le dépannage technique complexe.
• Collaborer étroitement avec les équipes d'ingénierie pour diagnostiquer les causes profondes et conduire des corrections approfondies.
• Minimum 2+ years in a technical customer-facing role at a SaaS company or start up with full customer journey support
• Excellent written and verbal communication skills across multiple support channels
• Hands-on experience with SQL, APIs, and integrations
• Demonstrated ability to learn technical concepts quickly as well as deliver complex troubleshoot steps to customers
• 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
• Experience with web technologies, SaaS platforms, cloud-based systems, or emerging technologies
• Experience & interest in effectively leveraging AI products, workforce management software, or support operations platforms
• Comfortable working with databases, APIs, developer tools, and debugging methodologies
• Ability to understand and communicate technical concepts to both technical and non-technical audiences
• Strong technical aptitude with attention to detail and systematic problem-solving approach
• You take full ownership of customer issues and drive them to resolution, even when the path forward is unclear
• You follow through on commitments and communicate proactively when priorities shift or obstacles arise
• 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 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 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 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
• You embody "Assembled is my team and my title"—stepping in wherever needed to ensure customer success
• You approach problems holistically, understanding the "why" behind customer questions
• 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
• 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
• 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!
• 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