Enterprise Customer Support Specialist

Perplexity
California, United States
Workplace: RemoteFull timeUSD 110,000 - 130,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Critical thinking","Rapid context-switching","Prioritization","Continuous learning","High ownership","Do-what-it-takes mindset","Written communication","Spoken communication"]

Own support for Enterprise Pro customers as the last line of defense—diagnosing complex technical and product questions via tickets, Slack, and occasional calls. Scale world-class service by leveraging Perplexity’s AI tooling and automation, building playbooks and runbooks, and maintaining external/internal documentation. Troubleshoot end-to-end, translate issues into clear guidance, track KPIs, and participate in on-call for global coverage.

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Perplexity
Perplexity
1 day ago

Enterprise Customer Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own support for Enterprise Pro customers as the last line of defense—diagnosing complex technical and product questions via tickets, Slack, and occasional calls. Scale world-class service by leveraging Perplexity’s AI tooling and automation, building playbooks and runbooks, and maintaining external/internal documentation. Troubleshoot end-to-end, translate issues into clear guidance, track KPIs, and participate in on-call for global coverage.
Location: California, United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Work directly with enterprise customers via tickets, Slack, and sometimes calls to diagnose and resolve complex technical and product questions before Product/Engineering step in.
  • •Use Perplexity’s AI tooling and workflow automations to scale support at the edge of repetitive task replacement with personalized agentic/self-service solutions.
  • •Build relationships with Enterprise users by 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 explanations.
  • •Design and maintain use-case flows, playbooks, and internal runbooks; create/update external documentation and internal knowledge bases.
  • •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) for timely global coverage.

Pay and Benefits

Salary: USD 110,000 - 130,000 annually
Equity and Bonus:Equity

Key Requirements

  • •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 with a solid grasp of AI fundamentals (tokens, context windows, embeddings, and latency vs. cost trade-offs).
  • •Ability to translate complex technical concepts (APIs, SSO/SAML, cloud integrations) into clear, actionable guidance for non-technical stakeholders.
  • •Strength in critical thinking, rapid context-switching, and prioritization across multiple escalations.
  • •Proficiency with modern support platforms (Intercom, Zendesk, Jira) and basic data-analysis tools (e.g., SQL, Looker, Snowflake).
Experience:3+ yearsB2BEnterprise customer supportAILLMsKnowledge management
Skills:Critical thinkingRapid context-switchingPrioritizationContinuous learningHigh ownershipDo-what-it-takes mindsetWritten communicationSpoken communication
Languages:EnglishSpanishFrenchGerman
Tech Stack:IntercomZendeskJiraSQLLookerSnowflakeLarge-language modelsLLMsEmbeddingsTokensContext windowsAPIsSSOSAMLOAuthCloud integrationsAI toolingSlack

Company Brief

Perplexity
Perplexity AI provides an AI-powered answer engine that returns conversational, citation-backed answers to user queries and offers Pro/Enterprise products and APIs for research, knowledge work, and search augmentation.
Industry: AI & Machine Learning
Company Size: Medium (51 to 250 employees)
Revenue: USD 50M to 100M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2022
Glassdoor
Glassdoor: 4.6
WebsiteLinkedInGlassdoor