Software Engineer, Customer Support

Assembled builds the infrastructure that underpins exceptional customer support, empowering companies like CashApp, Etsy, and Robinhood to deliver faster, better service at scale. With solutions for workforce management, BPO collaboration, and AI-powered issue resolution, Assembled simplifies the complexities of modern support operations by uniting in-house, outsourced, and AI-powered agents in a single operating system. We work in project-based units of work. We’re looking for a Software Engineer with senior level experience to take ownership over the technical direction of a project, provide a team with the technical leadership and mentorship, and take on key project initiatives.

Building and enhancing a familiar, calendar-like interface that enables managers to efficiently schedule their agents, offering the most feature-rich page at Assembled for handling complex scheduling needs.

Providing schedule pages for viewing assignments, requesting changes, time off, or swaps, and managing overtime, ensuring transparency and flexibility for everyone on the team.

Developing forecasting interfaces, data pipelines, and inference servers to predict support contact volume and determine the optimal number of support agents required for specific days and times.

Designing and implementing interfaces to collect and store team preferences and customer business constraints (e.g., labor laws), enabling the creation of optimal schedules for teams of thousands of support agents based on these forecasts and constraints (check out ).

You’ll lead the technical architecture and implementation of new projects and features. You’ll help scope these projects and advise the design, product management, and leadership teams on the technical details of these projects.

You’ll provide technical mentorship to the rest of the engineering team and advise on topics such as systems design, engineering best practices, and managing technical debt.

You’ll participate in design and code reviews and be a go-to person to unblock technical challenges for your team.

You’ll serve as the subject matter expert for your team or project by providing guidance to internal partners and customers.

5+ years of experience in software engineering as an individual contributor in full-stack environment.

• You have consistently worked with product and design team to take ambiguous problems and turn them into technical stories.
• Technical leadership: You have the ability to make well thought through technical trade-offs and have led code reviews or design conversations in the past.
• Mentorship: You’ve helped mentor and coach other engineers who have then shown concerted, dedicated improvement in their abilities.

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, and commuting
• Paid parental leave
• Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
• 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.