Support Engineer

📋 Description Owning the lifecycle of every support ticket, from submission to resolution Prioritize feature requests and faults for engineering Translate support requests into prompts in PolyAI Agent Studio Investigate faults by listening to live customer calls Partner with professional services and customer success to upsell features Share analytics data with clients to justify decisions 🎯 Requirements Experience on a Support/Service Desk handling high-volume tickets Proficient with AI tools and translating requests into prompts Excellent written and verbal English; empathy and patience Experience configuring Jira Service Management, Zendesk, Freshdesk, Salesforce Knowledge of contact centre tech and Scrum/Agile Strong client-facing presence and ability to prioritize work with engineering 🎁 Benefits Participation in employee stock options plan Flexible PTO Annual learning and development allowance One-off WFH allowance when you join Health insurance through Allianz Sabbatical program after 5 years