Support Engineer

📋 Description

• Owning the lifecycle of every support ticket, from submission to resolution
• Prioritize feature requests and faults for engineering
• Translate support requests into prompts in PolyAI Agent Studio
• Investigate faults by listening to live customer calls
• Partner with professional services and customer success to upsell features
• Share analytics data with clients to justify decisions

🎯 Requirements

• Experience on a Support/Service Desk handling high-volume tickets
• Proficient with AI tools and translating requests into prompts
• Excellent written and verbal English; empathy and patience
• Experience configuring Jira Service Management, Zendesk, Freshdesk, Salesforce
• Knowledge of contact centre tech and Scrum/Agile
• Strong client-facing presence and ability to prioritize work with engineering

🎁 Benefits

• Participation in employee stock options plan
• Flexible PTO
• Annual learning and development allowance
• One-off WFH allowance when you join
• Health insurance through Allianz
• Sabbatical program after 5 years