Assembled · 7 hours ago
Software Engineer - AI Agents
New York, United States
Full-time
Hybrid
Senior Level
5+ years expAssembled is a company that focuses on balancing human agents and AI for customer support, utilizing their unified platform that serves major companies like Canva and Robinhood. The Software Engineer on the AI Products Team will develop foundational features, improve LLM model results, and engage with customers to enhance their experience with the product.
Customer ServiceInformation TechnologySchedulingSoftware
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. 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
Qualification
Required
5+ years of experience in software engineering as an individual contributor
Highly ambitious and driven, setting high goals for yourself and others
Focus on customers first, emphasizing real problem-solving and making life easier for support agents
Ability to enjoy fast-paced environments and quickly adjust when new insights come from customers or prospects
Possess a maverick streak that helps in coming up with creative solutions for tough problems
Experience making a noticeable impact on small teams and solid experience contributing in startups or smaller companies
Experience working with LLMs and excitement to dive into them every day
Stay humble and open to feedback, value teamwork, and are always ready to learn and grow
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, and commuting
Paid parental leave
Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
401(k) plan enrollment
Company
Assembled
Assembled is a workforce management platform that helps modern organizations scale customer support teams.
51-200 employees
H1B Sponsorship
Assembled has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (4)
2023 (4)
2022 (2)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$70.7MKey Investors
New Enterprise AssociatesEmergence CapitalStripe
2022-05-26Series B· $51M
2021-03-11Series A· $16.6M
2020-03-11Seed· $3.1M
Leadership Team
Ryan Wang
Co-founder/CEO
John Wang
Cofounder and CTO
Recent News
2025-08-27
Talk Business & Politics
2024-05-20
Company data provided by crunchbase