assembledhq - Support Engineer

• 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 • OWNERSHIP & ACCOUNTABILITY • You take full ownership of customer issues and drive them to resolution, even when the path forward is unclear • 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 follow through on commitments and communicate proactively when priorities shift or obstacles arise • PROACTIVE COMMUNICATION • 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 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 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 • CUSTOMER-CENTRIC MINDSET • 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 • You approach problems holistically, understanding the "why" behind customer questions • You embody "Assembled is my team and my title"—stepping in wherever needed to ensure customer success • AVAILABILITY & FLEXIBILITY • 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. • 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.