Software Engineer - Infrastructure

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. Backed by $70M in funding from NEA, Emergence Capital, and Stripe, and driven by a team of experts passionate about problem-solving, we’re at the forefront of support operations technology.

The Role

We’re looking for a software engineer with experience in building and operating infrastructure at scale. You’ll take ownership of all systems that power Assembled’s AI agents (Assist) and workforce management products. Both of these have been rapidly growing in scale: Assist has grown 5x in just 3 months to millions of ARR, with a strong pipeline of deals for even more growth; our workforce management product previously only served customers with hundreds of support agents, but now serves large enterprise customers with tens of thousands of support agents.

By joining our Infrastructure team, you’ll have the opportunity to work on many 0-to-1 problems that span a breadth of infrastructural components. This role engages cross-functionally with product, security, and support to ensure we’re delivering a scalable, reliable platform that can run wherever our customers need our technology most.

Some projects owned by the Infrastructure team

• Kubernetes cluster: Our servers (e.g. main application server, API server, metric computation jobs) were hosted on EC2 instances, but each machine was a single point of failure. By putting our services on Kubernetes, we've made our services both scalable and stable. This has been an ongoing project, and we'll be shipping out the final piece this quarter.
• Cluster autoscaler: Kubernetes has improved our stability, but we can further automate our cluster management workflow by leveraging autoscaling. We'll be integrating with a cluster autoscaler so that our compute resources can be automatically adjusted for better stability and cost reduction.
• Database connection pooler: As we signed larger enterprise customers, traffic to our products significantly increased, requiring more connections to the database. Occasionally, the number of connections would near the limit, posing a stability risk. We've introduced a connection pooler to make sure that connections are efficiently reused, relieving our database cluster of increasing pressure.
• Monitoring and observability platforms: Our monitoring and observability platforms have enabled us to deliver reliable, scalable, and performant systems. We shipped distributed tracing just last year, and will continue to invest in this area to give our engineers full insight into our systems.
• Development environment: We’ve empowered our engineering team to test their changes quickly with Remote Dev, our remote development environment. We’re anticipating the engineering team to grow significantly this year, so we’re focused on further improving our development environment to unlock larger product wins faster.
• Security systems: For many enterprise customers, security is a prerequisite to using any platform, Assembled included. In order to expand our pool of enterprise customers, we must ensure we have the appropriate security measures in place. This quarter, we will be implementing an intrusion detection/prevention system which will monitor, alert, and prevent suspicious network traffic within our systems.

About You

• Have 10 years of experience in engineering, including experience leading large scale, complex projects as an engineer or tech lead
• Are excited by the idea of designing and building reliable, scalable, and secure systems from 0 to 1
• Thrive in ambiguity and in rapidly changing environments
• Enjoy collaborating with and mentoring teammates, along with other members of the engineering organization
• Have a deep understanding of at least one part of our tech stack:
• Cloud provider: AWS
• Container orchestration: Kubernetes Karpenter
• Datastores: Postgres PgBouncer, Snowflake, Redis
• Languages: Go and Python

The estimated salary range for this role is $150,000-$300,000 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, 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