Platform Support Engineer (Must be UK based)

Please note: This is an engineering role. You will report to our engineering team and be responsibile for technical duties, documentation, scripts and other technical tasks. For those interested in a client facing support role, reporting to our deployments and success teams and with duties involving service desk management, triage, and maintaining client relationships, please apply to the support engineer/specialist role.

PolyAI provides the customer-led conversational platform for enterprises that carries on natural conversations with customers to solve their problems. Our voice assistants understand customers, and provide amazing on brand  customer experiences.  Our customers include some of the leading names in logistics, banking, hospitality, insurance, retail, and telecommunications.

As a Junior Technical Support Engineer, you'll be at the forefront of our GenAI-powered platform, supporting partners in building voice bots. You'll communicate with both partner and internal teams, while also automating and documenting FAQs. This role offers hands-on experience with the latest technology and direct insight into customer needs. You'll occasionally handle administrative tasks like permissioning and data extraction for our customers. Join us for an exciting journey in GenAI technology!

Key Responsibilities:

• Provide frontline support to partners using our GenAI-powered platform for voice bot development.
• Communicate effectively with both partner technical teams and our internal client-facing team throughout the support process.
• Automate and document FAQ processes for efficient internal and external use.
• Responsible for writing up and maintaining the accuracy of the customer-facing technical documentation
• Gain firsthand insight into customer usage of our technology and offer timely and effective support.
• Assist in administrative tasks such as permissioning and data extraction for customer business purposes.
• Collaborate with cross-functional teams to ensure seamless support delivery and customer satisfaction.
• Continuously improve support processes and procedures to enhance efficiency and effectiveness.

Minimum Requirements:

• BS degree in Computer Science or a related technical field involving coding, or equivalent industry experience.
• Experience with Python and the use of SQL
• Experience with writing technical documentation
• Proficiency in verbal and written English communication

Preferred Requirement(s):

• Experience with one or more cloud services: AWS, GCP, Azure

Our interview process:

• An initial phone call (15 minutes) with talent lead
• 30 minute call with hiring manager
• Two back-to-back technical interviews (45 mins each), one for coding and problem solving, one for technical discussion
• A 30 minute behavioural interview with our Management Team