Support Engineer

We are expanding our support team, to provide essential support to our client base, by triaging incoming feature requests, faults and more. Further, using our AI builder tools, you’ll both show our clients how to update and fix their agents, and do so yourself. 

You will be responsible for ensuring the satisfaction of our clients and supporting their day to day needs with empathy, an eye for detail and conscientiousness. This is an incredibly hands-on position, as you’ll often be interfacing with leadership at global brands.

We’re offering one of the only client support roles where you can actually listen to everyday people talking to the product you helped manage.

Responsibilities

• Owning the lifecycle of every support ticket, from submission to resolution or prioritisation
• Making judgments on which feature requests reach engineering, and which you can solve yourself, or with AI tooling
• Translating support requests into AI prompts in the PolyAI Agent Studio
• Investigating faults by listening to live customer calls, to analyse where an issue lies and how to solve it in the most efficient way, often by yourself
• Partnering with both our professional services and customer success teams to find opportunities to upsell clients to more features
• Sharing analytics data with clients to justify your decisions
• Fine tuning PolyAI’s support workflow

Essential Skills

• Experience on a Support/Service Desk as a Support Agent, Support Engineer, Support Analyst or other support focussed client facing role, including managing and prioritising a high volume of concurrent tickets without compromising response quality or turnaround time
• Adoptive user of AI tools — you can show how you’ve built systems to help your day to day work or hobbies
• Experience using a support or ticketing system such as Atlassian Jira Service Management, Zendesk, Freshdesk, Salesforce or others
• Experience prioritising tasks for an engineering team
• Perfect written and verbal english, with the ability to show empathy, patience and intelligence with our clients
• Ability to learn technical tools, such as how to navigate technical logs

Preferred Skills

• A track record of configuring a support or ticketing system such as Atlassian Jira Service Management, Zendesk, Freshdesk, Salesforce or others
• Exposure to working in a young company, or tech startup
• Knowledge of contact centre technologies or processes
• Knowledge of engineering workflows such as scrum and agile
• Strong client facing presence, showing authority and decisiveness

Benefits

💰 Participation in the company’s employee share options plan

🏝 Tenure-Based PTO: You will receive 25 holidays when you join and will gain an additional 1 day after 2 years of service, then 1 day each year until capped at 32 holidays

🏡 Flexible working from home policy

🌎 Work from outside of the UK for up to 6 months each year

🫂TELUS Health EAP 24/7 - offers you and your chosen family confidential, judgment-free support for any work, health, or life challenge

🧡 Enhanced parental leave

🚲 Bike2Work scheme

📚 Annual learning and development allowance

🏡 We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!

👨‍👩‍👧 Company-funded fertility and family-forming programmes

🌸 Menopause care programme with Maven

🏥 Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs

🌎 Sabbatical Program: 5-week paid sabbatical available after 5 years of employment