Enterprise Customer Support Specialist

Details

Perplexity is an AI-powered answer engine used to solve billions of queries every month. The company builds accurate, trustworthy AI that powers decision-making for curious people and organizations worldwide.

The Enterprise Customer Support Specialist will combine deep product expertise with a passion for scaling world-class support through automation. This role serves as the primary advocate for Enterprise Pro customers, helping them maximize value, troubleshooting complex issues, and communicating customer insights to product development teams.

Responsibilities

• Work directly with enterprise customers via tickets, Slack, and occasional calls to diagnose and resolve complex technical and product questions, acting as the last line of defense before Product and Engineering become involved.
• Leverage Perplexity's AI tooling and workflow automations to scale support, identifying opportunities to replace repetitive tasks with personalized, agentic self-service solutions.
• Build durable relationships with Enterprise users, advise on best practices, capture structured feedback, and champion customer needs in roadmap discussions.
• Own end-to-end troubleshooting by reproducing issues, isolating root causes, collaborating with engineers, and communicating clear, low-jargon explanations.
• Design and maintain use-case flows, playbooks, and internal runbooks that help teammates and customers resolve recurring challenges more quickly.
• Create and update external documentation, including FAQs, help-center content, guides, and tutorials, as well as internal knowledge bases.
• Track and report support KPIs such as response time, CSAT, and resolution rates, and propose data-driven process improvements.
• Participate in an on-call rotation, including some holidays or weekends, to provide timely global coverage.

Requirements

• At least 3 years of experience in B2B enterprise customer support, with exposure to U.S. and E.U. markets, or experience in similar fast-paced technology environments.
• Hands-on experience prompting large language models and a solid understanding of AI fundamentals, including tokens, context windows, embeddings, and latency versus cost trade-offs.
• Ability to translate complex technical concepts, including APIs, SSO/SAML, and cloud integrations, into clear, actionable guidance for non-technical stakeholders.
• Strong critical-thinking, rapid context-switching, and prioritization skills when managing multiple escalations.
• Proficiency with modern support platforms such as Intercom, Zendesk, and Jira.
• Familiarity with basic data-analysis tools such as SQL, Looker, and 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

• Experience supporting AI, search, or knowledge-management products.
• Familiarity with Stripe, enterprise identity systems such as SSO/OAuth, and API integrations.
• Knowledge of enterprise cloud-storage ecosystems such as Google Drive, SharePoint, and Dropbox, as well as data-governance best practices.

Benefits

• Full-time U.S. employees receive benefits including equity, health, dental, vision, retirement, fitness, commuter, and dependent-care accounts.
• Full-time employees outside the U.S. receive a benefits program tailored to their region of residence.
• The role offers equity.
• Perplexity highlights impact at scale, velocity and ownership, and work with cutting-edge applied LLM technology.