AI-Powered Support Engineer – Client-Facing

PolyAI; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

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Flexible PTO

Learning and development allowance

Work-from-home allowance

Health insurance through Allianz

Sabbatical after 5 years

Job summary

PolyAI is expanding its client support team to triage feature requests, faults, and day-to-day client needs with empathy and attention to detail. You will interface with leadership at global brands and use AI tooling to solve issues and enhance the product experience.

This hands-on role focuses on translating customer requests into AI prompts, diagnosing faults from live calls, and collaborating with services and customer success to upsell features.

Qualifications

• Experience on a Support/Service Desk role handling high volumes of tickets with quality
• Ability to show how AI tools can assist day-to-day workflows
• Proficient in at least one ticketing system such as Jira Service Management, Zendesk, Freshdesk or Salesforce
• Ability to prioritise tasks for an engineering team
• Excellent written and spoken English with empathy and composure
• Willingness to learn new technical tools and log navigation

Responsibilities

• Own the lifecycle of every support ticket from submission to resolution
• Determine which feature requests reach engineering or can be addressed internally with AI tools
• Translate support requests into AI prompts in PolyAI Agent Studio
• Investigate faults by listening to live customer calls and diagnose issues
• Collaborate with professional services and customer success to upsell features
• Share analytics data with clients to justify decisions
• Fine tune PolyAI's support workflows

Skills

Support experience

AI tools adoption

English communication

Engineering prioritisation

Learning technical tools

Tools

Jira Service Management

Zendesk

Freshdesk

Salesforce

Job description

PolyAI is expanding its client support team to triage feature requests, faults, and day-to-day client needs with empathy and attention to detail. You will interface with leadership at global brands and use AI tooling to solve issues and enhance the product experience.

This hands-on role focuses on translating customer requests into AI prompts, diagnosing faults from live calls, and collaborating with services and customer success to upsell features.