Enterprise Customer Support Specialist

Details

We are looking for an experienced Enterprise Customer Support Specialist who can combine deep product expertise with a passion for scaling world-class support through automation. You will be the primary advocate for Enterprise Pro customers, helping them maximize value, troubleshooting complex issues, and feeding their insights into future product development.

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, replacing repetitive tasks with personalized, agentic self-service solutions.
• Build 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.
• 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 explain complex technical concepts such as APIs, SSO/SAML, and cloud integrations to 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 an 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 including 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

• Equity.
• U.S. full-time employees receive health, dental, vision, retirement, fitness, commuter, and dependent-care benefits, among others.
• International employees receive benefits tailored to their region of residence.
• The role offers the opportunity to influence support for hundreds of enterprise clients and millions of end users, work with applied LLMs, and help develop AI-driven customer support.