Enterprise Customer Support Specialist
PerplexityRemoteposted 24d ago
- PayUSD / yr
- $110k – 130k
- Where
- Remote (US)
- Posted
- Sep 21
- 24 days ago
- Type
- Full-time
- Setup
- Remote
At a glance
Support enterprise customers, resolve complex technical issues, and use LLM-powered automation to scale personalized support while feeding customer insights into product improvements.
Summarized by AI from the original posting
What you'll do
- Support enterprise customers through tickets, Slack, and calls
- Diagnose and resolve complex technical and product issues
- Use AI tooling and workflow automation to scale support
- Build customer relationships and capture product feedback
- Reproduce issues and collaborate with engineering
- Create playbooks, runbooks, FAQs, guides, and tutorials
- Track support KPIs and recommend process improvements
- Participate in on-call rotation
Requirements
- 013+ years in B2B enterprise customer support
- 02Experience with U.S. and E.U. markets or similar fast-paced tech environments
- 03Hands-on experience prompting large-language models
- 04Understanding of tokens, context windows, embeddings, and latency-cost trade-offs
- 05Ability to explain technical concepts to non-technical stakeholders
- 06Critical thinking and prioritization skills
- 07Exceptional English; additional language preferred
Perks
Skills
Full description
We are looking for an experienced Enterprise Customer Support Specialist who can marry deep product expertise with a passion for scaling world-class support through automation. You will be the primary advocate for our Enterprise Pro customers, helping them maximize value, troubleshooting complex issues, and feeding their insights straight into future product development.
Responsibilities
Work directly with enterprise customers—via tickets, Slack, and sometimes calls—to diagnose and resolve their most complex technical and product questions, acting as the “last line of defense” before Product and Engineering step in.
Leverage Perplexity’s own AI tooling and workflow automations to democratize world-class support at scale, continuously identifying opportunities to replace repetitive tasks with agentic, self-service solutions that feel personalized.
Build durable relationships with Enterprise users, advising on best practices, capturing structured feedback, and championing customer needs in roadmap discussions.
Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations.
Design and maintain detailed use-case flows, playbooks, and internal runbooks that empower teammates and customers to solve recurring challenges faster.
Create and update external documentation (FAQs, help center, guides, tutorials) and internal knowledge bases to ensure information is discoverable and up-to-date.
Track and report support KPIs (response time, CSAT, resolution rates) and propose data-driven process improvements.
Participate in an on-call rotation—including some holidays or weekends—to guarantee timely global coverage.
Requirements
Minimum 3+ years in B2B enterprise customer support with exposure to U.S. and E.U. markets, or similar fast-paced tech environments.
Hands-on experience prompting large-language models, plus a solid grasp of AI fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs, etc.).
Ability to translate complex technical concepts—APIs, SSO/SAML, cloud integrations—into clear, actionable guidance for non-technical stakeholders.
Demonstrated strength in critical thinking, rapid context-switching, and ruthless prioritization when juggling multiple escalations.
Proficiency with modern support platforms (Intercom, Zendesk, Jira) and basic data-analysis tools (e.g., SQL, Looker, Snowflake).
Exceptional written and spoken English; business-level fluency in at least one additional language such as Spanish, French, or German is strongly preferred.
Passion for continuous learning, high ownership, and a “do-what-it-takes” mindset in ambiguous situations.
Bonus Points
Prior experience supporting AI, search, or knowledge-management products.
Familiarity with payment platforms (Stripe), enterprise identity (SSO/OAuth), and API integrations.
Knowledge of enterprise cloud-storage ecosystems (Google Drive, SharePoint, Dropbox) and data-governance best practices.
Why Perplexity?
Impact at Scale – Your work directly influences hundreds of enterprise clients and millions of end-users at an unprecedented scale to encourage personalized support
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 invent how AI can redefine customer support itself.