Support Engineer

📋 Description

• Owning the lifecycle of every support ticket from submission to resolution.
• Prioritise feature requests and decide if AI tooling can solve them.
• Translating support requests into AI prompts in PolyAI Agent Studio.
• Investigating faults by listening to live customer calls to diagnose issues.
• Partnering with professional services and customer success to upsell features.
• Sharing analytics data with clients to justify decisions.

🎯 Requirements

• Experience in a client-facing support role handling high-volume tickets.
• Proficiency with Jira Service Management, Zendesk, Freshdesk, Salesforce or similar.
• Translate support requests into AI prompts and use PolyAI Agent Studio.
• Strong written and spoken English with empathy in client interactions.
• Knowledge of engineering workflows (Scrum/Agile) and navigating technical logs.
• Experience prioritising tasks for an engineering team.

🎁 Benefits

• Share options plan.
• 25 holidays at start, increasing with tenure up to 32.
• Flexible WFH policy and one-off WFH allowance.
• Work from outside the UK for up to 6 months per year.
• Private healthcare and dental cover, gym discounts, mental health programs.
• Annual learning and development allowance.