Software Engineer - AI Agents

Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. The Team: Our 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. After launching the product's go-to-market motion, the Assist product line grew 5x in just 3 months to millions of ARR, with a strong pipeline of deals for even more growth. We're already deploying our systems at leading tech companies like Canva, Patreon, and Babylist, giving us complex real-world scenarios to solve with rapid feedback loops. The engineering challenges are significant: building autonomous agents that can reliably handle customer interactions, designing systems that scale across communication channels, and pushing the boundaries of what's possible with current LLM technology. Operating as an team led by CTO John Wang, we're focused on eliminating low-leverage support work and helping agents send faster, more accurate replies. Examples of what you might work on: Scaling LLMs with Golang; Enhancing RAG results with Reciprocal Rank Fusion and Hybrid Search; Pioneering new LLM evaluation techniques