Enterprise Customer Support Specialist
Remote • Remote (United States) • FullTime
Posted 7h ago
About the job
We are seeking an experienced Enterprise Customer Support Specialist to combine deep product knowledge with a passion for scaling world-class support through automation. In this role, you will be the primary advocate for our Enterprise Pro customers, focusing on helping them maximize value, resolving complex issues, and channeling their feedback directly into future product development. You will leverage Perplexity's AI tooling and workflow automations to deliver personalized, scalable support solutions, continuously identifying opportunities to replace repetitive tasks with intelligent, self-service options.
Responsibilities
- Diagnose and resolve complex technical and product questions for enterprise customers via tickets, Slack, and calls, serving as the final escalation point before Product and Engineering.
- Utilize AI tooling and workflow automations to scale support and identify opportunities for self-service solutions.
- Build relationships with enterprise users, advise on best practices, capture feedback, and represent customer needs in roadmap discussions.
- Own end-to-end troubleshooting, including issue reproduction, root cause analysis, collaboration with engineers, and clear communication.
- Design and maintain use-case flows, playbooks, and runbooks to empower teammates and customers.
- Create and update external documentation (FAQs, help center) and internal knowledge bases.
- Track and report on support KPIs and propose data-driven process improvements.
- Participate in an on-call rotation for global coverage.
Requirements
- Minimum 3+ years in B2B enterprise customer support, preferably with exposure to U.S. and E.U. markets.
- Hands-on experience prompting large-language models and understanding of AI fundamentals (tokens, context windows, embeddings, latency vs. cost).
- Ability to translate complex technical concepts (APIs, SSO/SAML, cloud integrations) for non-technical stakeholders.
- Demonstrated strength in critical thinking, rapid context-switching, and prioritization.
- Proficiency with modern support platforms (Intercom, Zendesk, Jira) and basic data analysis tools (SQL, Looker, Snowflake).
- Exceptional written and spoken English; business-level fluency in Spanish, French, or German is strongly preferred.
- Passion for continuous learning, high ownership, and a proactive mindset in ambiguous situations.
Benefits
- Impact at Scale – Work directly influences hundreds of enterprise clients and millions of end-users.
- Velocity & Ownership – Ship improvements quickly in a culture that values curiosity, speed, and quality.
- Cutting-Edge Tech – Operate at the forefront of applied LLMs and help redefine customer support.