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PolyAI is an Agentic Dialog Platform that enables enterprises to build, run, govern, and improve conversational AI agents at scale. The company serves hundreds of enterprises across 75 languages and 25 countries, including Metro Bank, Marriott, PG&E, and UniCredit. PolyAI is expanding its support team to provide essential support to its growing client base.
As a Support Engineer, you will own the complete lifecycle of support tickets from submission through resolution or prioritization. You'll triage incoming feature requests and faults, using PolyAI's AI builder tools to both demonstrate solutions to clients and implement fixes yourself. This is a hands-on role where you'll frequently interface with leadership at global brands.
Key responsibilities include:
- Managing and prioritizing a high volume of concurrent support tickets without compromising response quality or turnaround time
- Making judgment calls on which feature requests should reach engineering versus those you can resolve independently or with AI tooling
- Translating support requests into AI prompts within the PolyAI Agent Studio
- Investigating faults by analyzing live customer calls to identify root causes and determine efficient solutions
- Partnering with professional services and customer success teams to identify upsell opportunities
- Sharing analytics data with clients to justify technical decisions
- Continuously refining PolyAI's support workflow
You'll have the unique opportunity to listen to real conversations between end users and the product you help manage, providing direct insight into how your work impacts customer experience.
Required qualifications include proven experience in a support-focused client-facing role (Support Agent, Support Engineer, Support Analyst, or equivalent), with demonstrated ability to manage high-volume ticket queues. You should be an adoptive user of AI tools and have hands-on experience with support/ticketing systems such as Jira Service Management, Zendesk, Freshdesk, or Salesforce. Experience prioritizing tasks for engineering teams is essential.
