Assembled builds the infrastructure that underpins exceptional customer support, empowering companies to deliver faster, better service at scale. The AI Products Team is building autonomous AI agents that handle the most challenging aspects of customer support and let human agents focus on high-value interactions.
Requirements
- Have 5+ years of experience in software engineering as an individual contributor.
- Have worked with LLMs and are excited to dive into them every day.
Responsibilities
- 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.
- 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.
- 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.
- 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.
Other
- 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.
- 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.
