Enterprise Customer Support Specialist
New
P
PerplexityAI / SaaS
Remote (United States)Full-TimeMiddle
Salary$110K - $130K
Apply NowOpens the employer's application page
Job Details
- Languages
- Exceptional written and spoken English; business-level fluency in at least one additional language such as Spanish, French, or German is strongly preferred.
- Experience
- 3+ years
- Required Skills
- SQLArtificial IntelligenceData AnalysisRESTful APIsZendeskLLMCustomer support
Requirements
- Minimum 3+ years in B2B enterprise customer support with exposure to U.S. and E.U. markets.
- Hands-on experience prompting large-language models and solid grasp of AI fundamentals (tokens, context windows, embeddings, latency vs. cost).
- Ability to explain technical concepts like APIs, SSO/SAML, and cloud integrations to non-technical stakeholders.
- Proven strength in critical thinking, context-switching, and prioritization.
- Proficiency with support platforms such as Intercom, Zendesk, or Jira.
- Experience with data-analysis tools such as SQL, Looker, or Snowflake.
- Exceptional written and spoken English proficiency.
- Business-level fluency in Spanish, French, or German is strongly preferred.
- Ability to work in an on-call rotation including some holidays and weekends.
- Prior experience supporting AI, search, or knowledge-management products is a plus.
- Familiarity with Stripe, SSO/OAuth, and enterprise cloud-storage ecosystems is preferred.
Responsibilities
- Diagnose and resolve complex technical and product questions for enterprise customers via tickets, Slack, and calls.
- Leverage AI tooling and automations to identify opportunities for self-service solutions and reduce repetitive tasks.
- Build relationships with enterprise users, provide best-practice advice, and champion customer needs in roadmap discussions.
- Perform end-to-end troubleshooting by reproducing issues, isolating root causes, and collaborating with engineering teams.
- Design and maintain playbooks, internal runbooks, and external documentation such as FAQs and guides.
- Track and report support KPIs including response time, CSAT, and resolution rates.
- Participate in an on-call rotation, including holidays and weekends, to ensure coverage.
View Full Description & ApplyYou'll be redirected to the employer's site
