Support Engineer at AssemblyAI (S17) $114K - $164K The best way to build Voice AI apps Remote / Australia / Remote (Sydney, NSW, AU; Sydney, New South Wales, AU) Full-time US citizen/visa only 1+ years About AssemblyAI AssemblyAI is the #1 rated API for Speech Recognition. Thousands of developers use our APIs to transcribe millions of videos, podcasts, phone calls, and zoom meetings every day - powering innovative products like visual voicemail, meeting summarizers, and closed captioning. We're backed by leading investors including Y Combinator, John and Patrick Collison of Stripe, Daniel Gross, and Nat Friedman. We were founded in 2017. About the role Skills: Python, SQL About AssemblyAI At AssemblyAI, we’re building at the forefront of Speech AI, creating powerful models for speech-to-text and speech understanding available through a straightforward API. With more than 200,000 developers building on our API and over 5,000 paying customers, AssemblyAI is helping unlock and support the next generation of powerful, meaningful products built with AI. Progress in AI is moving at an unprecedented pace– and our team is made up of experts in AI research that are focused on making sure that our customers are able to stay on the cutting edge, with production-ready AI models that are constantly updating and improving as our team continues to improve accuracy, latency, and what’s possible with Speech AI. Our models consistently rank highest in industry benchmarks for accuracy, outperforming models from Google and Amazon, and up to 30% fewer hallucinations than OpenAI’s Whisper. Our models power more than 2 billion end-user experiences each day, helping companies better understand customer feedback, run more productive meetings with automated meeting notes, and helping improve childhood literacy via ed tech tools. We’ve raised funding by leading investors including Accel, Insight Partners, Y Combinator’s AI Fund, Patrick and John Collision, Nat Friedman, and Daniel Gross. We’re a remote team looking to build one of the next great AI companies, and are looking for driven, talented people to help us get there! The Role AssemblyAI is growing quickly, and we’re searching for a driven and dedicated API Support Engineer to work on our multi-functional team. This role will support our customers in the Australia timezone and requires working 9am–5pm ACT. We're growing rapidly, and looking for someone who loves interacting with customers, and has the technical experience to collaborate with developers to help troubleshoot their integrations with our API. Ideally, you have experience working as a developer or technical support in a past role. With significant investment and strong leadership to fuel our growth, it’s the perfect time to join the AssemblyAI team. What you will do: 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. Wear multiple hats. Supporting customers often involves wearing multiple hats. In some conversations, you will serve as technical support, in others you might provide solutions advice, and in others you might function as their technical account manager. 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. What you'll need: 1 year+ of experience in a similar support role Prior customer or client-facing experience, ideally in a high-growth startup environment Experience working in a technical role, like technical support, solutions architect, software developer, QA testing, etc. 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 Nice to have: Super organized Outgoing; loves to communicate with external stakeholders and customers Curious; loves to investigate and solve problems You take ownership of customer feedback Ability to master our API's functionality Pay Transparency AssemblyAI strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on paying competitively for our size, stage, and industry, and are one part of many compensation, benefit, and other reward opportunities we provide. There are many factors that go into salary determinations, including relevant experience, skill level, qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range. The provided range is the expected salary for candidates in Australia. Outside of those regions, there may be a change in the range which will be communicated to candidates throughout the interview process. Salary range: AU$114,382.80 - AU$163,404.00 Working at AssemblyAI We are a small but mighty group of startup veterans and experienced AI researchers with over 20 years of expertise in Machine Learning, Speech Recognition, and NLP. As a fully remote team, we’re looking for people to join our team who are ambitious, curious, and lead with integrity. We’re still in the early days of AI and of AssemblyAI’s journey, and are looking for teammates who won’t just fit in, but will help us define and build our company culture. We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. No matter your race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply! Using AI to Interview: If you’re selected for an interview, please review this resource to better understand how AssemblyAI approaches the use of AI in our interview process. Keep Exploring AssemblyAI: Check us out on YouTube! Learn more about AI models for speech recognition Core Transcription | Audio Intelligence | LeMUR | Try the Playground Our $50M Series C fundraise Technology All of our Deep Learning models are trained in PyTorch on extremely large in-house datasets, across dozens of v100s, in our dedicated training clusters. For our production stack, we deploy everything into a modern Python micro-service architecture in AWS (Flask, Tornado, Docker, etc).