Support Engineer
PolyAIConversational AI company
London, United KingdomMid
Khosla Ventures
NVentures
Citi Ventures
Georgian
Hedosophia
British Business Bank
Software Engineering
About the role
TL;DR
Provide essential support to clients, triage requests, and fix agents using AI tools.
- •PolyAI is seeking to expand its support team to provide essential support to its client base.
- •This role involves triaging incoming feature requests and faults, and using AI builder tools to help clients update and fix their agents.
- •Key Responsibilities Owning the lifecycle of every support ticket.
- •Making judgments on feature requests and solving issues with AI tooling.
- •Translating support requests into AI prompts.
- •Investigating faults by listening to live customer calls.
- •Partnering with professional services and customer success teams.
- •Requirements Experience on a Support/Service Desk as a Support Agent, Support Engineer, or similar client-facing role.
- •Adoptive user of AI tools.
- •Experience using a support or ticketing system (e.g., Jira, Zendesk).
- •Hands-on experience using tools such as GitHub, Datadog, Jira.
- •Experience prioritizing tasks for an engineering team.
Required skills
JiraDatadogSalesforceREST API
Nice-to-have skills
Agile
Domain expertise
ai
Benefits & perks
Employee share options, Tenure-based PTO, Flexible working from home, Work from outside of the UK for up to 6 months each year, TELUS Health EAP 24/7, Enhanced parental leave, Bike2Work scheme, Annual learning and development allowance, WFH allowance, Company-funded fertility and family-forming programmes, Menopause care programme with Maven, Private healthcare and dental cover, Discounts on gym members and relaxation apps, Access to a range of mental health programs, Sabbatical Program
Tech stack
PythonJavaScriptJiraDatadogSalesforceREST API