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