Enterprise Customer Support Specialist

About the role

We are seeking an experienced Enterprise Customer Support Specialist to champion our Enterprise Pro customers. You will combine deep product knowledge with a passion for scaling support through automation and AI tooling.

Key responsibilities

• Diagnose and resolve complex technical and product issues for enterprise customers via tickets, Slack, and calls, acting as the final line of defense before engineering.
• Leverage Perplexity’s AI tools and workflow automations to replace repetitive tasks with personalized self‑service solutions.
• Build durable relationships, capture structured feedback, and represent customer needs in product roadmap discussions.
• Own end‑to‑end troubleshooting, reproduce issues, isolate root causes, and communicate clear, low‑jargon explanations.
• Create and maintain use‑case flows, playbooks, runbooks, and external documentation (FAQs, guides, tutorials).
• Track support KPIs (response time, CSAT, resolution rates) and propose data‑driven process improvements.
• Participate in an on‑call rotation to ensure global coverage, including holidays and weekends.

Required profile

• Minimum 3 + years in B2B enterprise customer support, serving U.S. and E.U. markets.
• Hands‑on experience prompting large‑language models and solid AI fundamentals.
• Ability to translate complex technical concepts (APIs, SSO/SAML, cloud integrations) for non‑technical stakeholders.
• Strong critical‑thinking, rapid context‑switching, and prioritization skills.
• Exceptional written and spoken English; additional language (Spanish, French, German) strongly preferred.
• Passion for continuous learning, high ownership, and a “do‑what‑it‑takes” mindset.

Required skills

• Intercom
• Zendesk
• Jira
• SQL
• Looker
• Snowflake
• Prompt engineering for large‑language models
• API integration knowledge
• SSO/SAML authentication
• Cloud‑storage ecosystem familiarity (Google Drive, SharePoint, Dropbox)