Enterprise Customer Support Specialist

Perplexity
San Francisco
Workplace: HybridFull timeUSD 110,000 - 130,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Communication","Problem-solving","Adaptability","Attention to detail","Customer focus"]

Experienced enterprise-focused customer support professional to advocate for Enterprise Pro customers, diagnosing complex technical and product questions, guiding usage of AI tooling, and influencing product roadmap. You will own end-to-end troubleshooting, create scalable playbooks and documentation, and ensure global coverage through on-call rotation while maintaining strong relationships with enterprise users.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Perplexity
Perplexity
4 months ago

Enterprise Customer Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Experienced enterprise-focused customer support professional to advocate for Enterprise Pro customers, diagnosing complex technical and product questions, guiding usage of AI tooling, and influencing product roadmap. You will own end-to-end troubleshooting, create scalable playbooks and documentation, and ensure global coverage through on-call rotation while maintaining strong relationships with enterprise users.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key 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.

Pay and Benefits

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

Key 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 escalations.
  • •Proficiency with modern support platforms (Intercom, Zendesk, Jira) and basic data-analysis tools (e.g., SQL, Looker, Snowflake).
Experience:3+ yearsSaaSAIEnterprise softwareCustomer success
Skills:CommunicationProblem-solvingAdaptabilityAttention to detailCustomer focus
Languages:EnglishSpanishFrenchGerman
Tech Stack:IntercomZendeskJiraSQLLookerSnowflakeAPIsLLMsSSOSAML

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