Associate Technical Support Specialist

What You’ll Do

• 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.
• Proactively identify when contacts need to change channels (email, Slack, Zoom, etc.), following up & following through consistently.
• 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. Analyze issues and provide actionable bug reports.
• Collaborate closely with Engineering to diagnose root causes and drive thorough fixes. Get creative with workarounds when it matters most.
• Document your troubleshooting steps to contribute to content, helping the whole team learn and further powering our AI solutions.
• 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: Proactively make recommendations on internal tools, processes, and policies to prevent future problems.
• Build documentation to contribute to knowledge bases and playbooks.
• Manage up and collaborate fearlessly across the org: Work closely with teammates within Support as well as across CSMs, Engineering, Product, Sales, Finance, Legal, and more.

Required Qualifications

Growth Mindset

• 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 Experience

• 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

Technical Skills

• 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

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
• 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