Software Engineer - AI Agents
About Us
Assembled is building software to transform and elevate customer support teams, which often represent 20-50% of the people at a company. Our workforce management platform helps some of the fastest-growing, most innovative companies in the world—including Stripe, Etsy, and Robinhood—to schedule, forecast, and organize their support teams. We’ve raised $70m in funding from the likes of NEA, Emergence Capital, and Stripe itself. You’ll be joining a special group of people who learned the ropes at companies like Stripe, Google, Atlassian, Twitter, Airbnb, Looker, NEA, Bain, and more.
The Team
There’s a ton of work support agents handle that they don’t particularly enjoy — things like managing upset customers, sorting and tagging emails, or having to say no because of policy limits. Thanks to recent technological advancements, it’s now possible to automate a lot of these tasks, letting agents focus on work they’re better at and actually enjoy.
Our Assist Team is a small, forward-thinking group, operating like a “startup within a startup” led by our CTO, John Wang. The team is building an AI-based product that boosts the efficiency of support teams. With agentic workflows, we create AI-driven responses to support inquiries, helping agents send faster and more accurate replies, or even automatically handling responses when confidence is high.
Responsibilities
As a Software Engineer on the Assist Team, you will:
Build foundational new features: Develop product features from the ground up, such as implementing translation capabilities powered by LLMs and intelligent categorization of incoming tickets. You’ll help design and build a workflow builder that distills the complexity of workflows into a simple, intuitive interface, making powerful tools accessible and easy to use for support agents.
Improve LLM model results: Enhance our retrieval augmented generation engine using techniques like vector search, document re-ranking, and hypothetical document embeddings. You’ll help us leverage implicit knowledge bases like past tickets and macros to improve model performance.
Develop LLM Infrastructure: Architect the abstractions that enable the integration of various types of LLMs tailored for different applications. You’ll design and implement evaluation and logging systems to monitor performance and build interfaces that expand our platform's capabilities.
Engage with customers: Collaborate with our customers (both support agents and managers) to understand their needs, how they interact with our product, and how we can improve their lives.
Wear many hats: Be versatile in roles — coding, user research, planning, brainstorming, interviewing, and cross-team collaboration.
Shape the team culture: Encourage a startup mentality that’s all about staying positive, aiming for top-notch product quality, and taking initiative.
Examples of what you might work on:
About you
You might be a good fit if you:
Have 5+ years of experience in software engineering as an individual contributor.
Are highly ambitious and driven and set high goals for yourself and others.
Put customers first, focusing on real problem-solving and making life easier for support agents.
Enjoy fast-paced environments and can quickly adjust when new insights come from customers or prospects.
Have a bit of a maverick streak that helps you come up with creative solutions for tough problems.
Have made a noticeable impact on small teams and have solid experience contributing in startups or smaller companies.
Have worked with LLMs and are excited to dive into them every day.
Stay humble and open to feedback, value teamwork, and are always ready to learn and grow.
The estimated base salary range for this role is $140,000 - $220,000 per year. The base pay offered may vary depending on location, job-related knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.
Our U.S. benefits
Generous medical, dental, and vision benefits
Paid company holidays, sick time, and unlimited time off
Monthly credits to spend on each: professional development, general wellness, Assembled customers, commuting and community-support agriculture (CSA)
Paid parental leave
Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
401(k) plan enrollment
Average salary estimate
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Assembled is on the lookout for a talented Software Engineer - AI Agents to join our innovative Assist Team. This is a unique opportunity for someone passionate about transforming customer support with cutting-edge AI technology. If you thrive in a fast-paced environment where your ambitions align with creating impactful solutions, this position could be a perfect fit. In this role, you'll be working on exciting projects like developing foundational new features powered by large language models (LLMs), improving machine learning model results, and enhancing our infrastructure. Your work will directly affect how our client companies streamline their support processes, enabling teams to focus on the work they love. We value collaboration and creativity; you will engage with customers to gather insights, creating intuitive user experiences that truly respond to their needs. The Assist Team, led by our CTO, John Wang, operates like a startup within a startup—encouraging mentorship and the pursuit of excellence. If you're eager to dive into LLMs, tackle unique challenges, and shape a positive team culture that promotes initiative and top-notch product quality, we want to hear from you. Join us at Assembled, where your skills can help redefine customer service dynamics, and be rewarded with a competitive salary, stock options, and comprehensive benefits, including unlimited time off and professional development support.
By
Assembled
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