> Markdown version of [/jobs/ext/1579325-support-engineer](https://www.wearedevelopers.com/jobs/ext/1579325-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Support Engineer

- **Company:** PolyAI
- **Location:** London, UK (Remote available)
- **Contract:** Temporary contract
- **Skills:** Agile Methodology, Artificial Intelligence, JIRA, Issue Tracking Systems, Salesforce.Com, Zendesk
- **Published:** July 31, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=7ce4849a37900229

## About the Role

* Experience on a Support/Service Desk as a Support Agent, Support Engineer, Support Analyst or other support focussed client facing role, including managing and prioritising a high volume of concurrent tickets without compromising response quality or turnaround time
 * Adoptive user of AI tools - you can show how you've built systems to help your day to day work or hobbies
 * Experience using a support or ticketing system such as Atlassian Jira Service Management, Zendesk, Freshdesk, Salesforce or others
 * Experience prioritising tasks for an engineering team
 * Perfect written and verbal english, with the ability to show empathy, patience and intelligence with our clients
 * Ability to learn technical tools, such as how to navigate technical logs

Preferred Skills

 * A track record of configuring a support or ticketing system such as Atlassian Jira Service Management, Zendesk, Freshdesk, Salesforce or others
 * Exposure to working in a young company, or tech startup
 * Knowledge of contact centre technologies or processes
 * Knowledge of engineering workflows such as scrum and agile
 * Strong client facing presence, showing authority and decisiveness

## Description

* Owning the lifecycle of every support ticket, from submission to resolution or prioritisation
 * Making judgments on which feature requests reach engineering, and which you can solve yourself, or with AI tooling
 * Translating support requests into AI prompts in the PolyAI Agent Studio
 * Investigating faults by listening to live customer calls, to analyse where an issue lies and how to solve it in the most efficient way, often by yourself
 * Partnering with both our professional services and customer success teams to find opportunities to upsell clients to more features
 * Sharing analytics data with clients to justify your decisions
 * Fine tuning PolyAI's support workflow


## Related Videos

- [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability)
- [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray)
- [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app)
- [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks)
- [Prompt Engineering Your Career: AI Agents for Tech Interview Prep](https://www.wearedevelopers.com/videos/100227-prompt-engineering-your-career-ai-agents-for-tech-interview-prep)
- [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software)

## Related Articles

- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift)
- [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline)
- [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london)
- [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)
- [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)