Support Engineer

📋 Description Owning the lifecycle of every support ticket from submission to resolution. Prioritise feature requests and decide if AI tooling can solve them. Translating support requests into AI prompts in PolyAI Agent Studio. Investigating faults by listening to live customer calls to diagnose issues. Partnering with professional services and customer success to upsell features. Sharing analytics data with clients to justify decisions. 🎯 Requirements Experience in a client-facing support role handling high-volume tickets. Proficiency with Jira Service Management, Zendesk, Freshdesk, Salesforce or similar. Translate support requests into AI prompts and use PolyAI Agent Studio. Strong written and spoken English with empathy in client interactions. Knowledge of engineering workflows (Scrum/Agile) and navigating technical logs. Experience prioritising tasks for an engineering team. 🎁 Benefits Share options plan. 25 holidays at start, increasing with tenure up to 32. Flexible WFH policy and one-off WFH allowance. Work from outside the UK for up to 6 months per year. Private healthcare and dental cover, gym discounts, mental health programs. Annual learning and development allowance.