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.
- Stay up-to-date with the latest GenAI technology advancements and apply them to support initiatives.
- 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.
- Responsible for writing up and maintaining the accuracy of the customer-facing technical documentation
Requirements
Minimum Requirements:
- BS degree in Computer Science or a related technical field involving coding, or equivalent industry experience.
- Experience with algorithms, data structures, complexity analysis, and software design
- Experience with Python and the use of SQL
- Proficiency in verbal and written English communication
Preferred Requirement(s):
- Experience with Docker / Kubernetes
- Experience with one or more cloud services: AWS, GCP, Azure
- Experience with security best practices for Enterprise software
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
Benefits
🏝 25 days holiday, plus bank holidays
🏡 Flexible working from home policy plus a one-off WFH allowance when you join
🌎 Work from outside of the UK for up to 6 months each year
🧡 Enhanced parental leave
📚 Yearly learning budget
🚲 Bike2Work scheme
🏥 Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs
Equal Opportunity Statement:
PolyAI is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.
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