Perplexity
Enterprise Customer Support Specialist
Rol remoto de Customer Success & Support con fit claro de ubicación del candidato.
Publicado17 mar 2026
Países elegibles1 país aceptado
Señal de seniorityNivel abierto
Modelo de trabajoRemoto
Ubicaciones aceptadas para candidatos
Estados Unidos
Resumen del rol
Enterprise Customer Support Specialist
Requisitos y responsabilidades
Contenido del rol extraído en secciones para revisar más rápido.
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 escalations1.
- 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.
Roles similares
Mantén una lista de respaldo.
Stack
Usa estas tags para comparar roles remotos similares.
Elegibilidad de ubicación
Candidatos deberían aplicar solo cuando el país del perfil aparece aquí.
Tu perfilPaís no definidoInicia sesión para comparar tu país con este rol.
Flujo de contratación
WithMira muestra el rol y luego envía candidatos a la aplicación de la empresa.
1Revisa fit del rol, stack y elegibilidad de ubicación en WithMira.
2Abre la página de aplicación de la empresa desde el link rastreado.
3Guarda el rol o suscríbete a oportunidades similares antes de salir.