Support Engineer (AI)

TL;DR

Support Engineer (AI): Managing the end-to-end lifecycle of support tickets for an agentic dialog platform with an accent on triaging feature requests and investigating faults. Focus on translating requests into AI prompts and optimizing support workflows using AI tooling.

Location: London, United Kingdom. Flexible working from home policy.

Company

An Agentic Dialog Platform building conversational enterprise agents powered by a proprietary dialog model.

What you will do

• Own the full lifecycle of support tickets from submission to resolution or prioritization.
• Triage feature requests and determine whether to solve them via AI tools or escalate to engineering.
• Translate client support requests into AI prompts using the PolyAI Agent Studio.
• Analyze live customer calls and technical logs to investigate and resolve faults efficiently.
• Collaborate with Professional Services and Customer Success teams to identify upsell opportunities.
• Provide analytics data to clients to justify technical decisions and improvements.

Requirements

• Experience in a client-facing support role such as Support Engineer, Analyst, or Service Desk agent.
• Proven ability to adopt and use AI tools to optimize daily workflows or personal projects.
• Proficiency with ticketing systems such as Jira Service Management, Zendesk, or Salesforce.
• Experience prioritizing tasks for an engineering team.
• Perfect written and verbal English proficiency.
• Ability to navigate and interpret technical logs.

Nice to have

• Experience configuring ticketing systems (Jira, Zendesk, Salesforce, etc.).
• Experience working within a tech startup environment.
• Knowledge of contact center technologies and processes.
• Familiarity with Scrum and Agile engineering workflows.
• Strong client-facing presence with authority and decisiveness.

Culture & Benefits

• Participation in the company’s employee share options plan.
• Tenure-based PTO starting at 25 days, increasing up to 32 days.
• Flexible WFH policy and a one-off WFH allowance for equipment.
• Ability to work outside of the UK for up to 6 months per year.
• Private healthcare, dental cover, and comprehensive mental health programs.
• Annual learning and development allowance and a 5-week paid sabbatical after 5 years.