Support Engineer (AI)

TL;DR

Support Engineer (AI): Providing essential support to a conversational AI client base by triaging feature requests and faults with an accent on utilizing AI builder tools to fix and update agents. Focus on owning the support ticket lifecycle, translating requests into AI prompts, and analyzing live customer calls to resolve technical issues.

Location: Must be based in Canada (WFH supported)

Company

PolyAI is an Agentic Dialog Platform for 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.
• Determine if feature requests should be handled by engineering or solved using AI tooling.
• Translate client support requests into AI prompts within the PolyAI Agent Studio.
• Investigate technical faults by analyzing live customer calls to find efficient solutions.
• Partner with professional services and customer success teams to identify upsell opportunities.
• Utilize analytics data to justify decisions to clients and fine-tune support workflows.

Requirements

• Experience in a support or service desk role managing a high volume of concurrent tickets.
• Proven ability to adopt and utilize AI tools to optimize daily workflows.
• Proficiency with ticketing systems such as Jira Service Management, Zendesk, Freshdesk, or Salesforce.
• Experience prioritizing tasks for engineering teams.
• Perfect written and verbal English with high empathy and patience.
• Ability to navigate and interpret technical logs.

Nice to have

• Experience configuring ticketing systems (Jira, Zendesk, etc.).
• Background working in tech startups or young companies.
• Knowledge of contact center technologies and processes.
• Familiarity with Agile and Scrum engineering workflows.

Culture & Benefits

• Participation in the company’s employee share options plan.
• Flexible PTO policy and a 5-week paid sabbatical after 5 years.
• Annual learning and development allowance for certifications, books, and conferences.
• One-off WFH allowance for home office equipment.
• Comprehensive healthcare plan through Allianz.