Perplexity18.03.2026
Enterprise Customer Support Specialist
Полная занятостьУдалёнка
Обязанности
- 01Work 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.
- 02Leverage 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.
- 03Build durable relationships with Enterprise users, advising on best practices, capturing structured feedback, and championing customer needs in roadmap discussions.
- 04Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations.
- 05Design and maintain detailed use-case flows, playbooks, and internal runbooks that empower teammates and customers to solve recurring challenges faster.
- 06Create and update external documentation (FAQs, help center, guides, tutorials) and internal knowledge bases to ensure information is discoverable and up-to-date.
- 07Track and report support KPIs (response time, CSAT, resolution rates) and propose data-driven process improvements.
- 08Participate in an on-call rotation—including some holidays or weekends—to guarantee timely global coverage.
Требования
- 01Minimum 3+ years in B2B enterprise customer support with exposure to U.S. and E.U. markets, or similar fast-paced tech environments.
- 02Hands-on experience prompting large-language models, plus a solid grasp of AI fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs, etc.).
- 03Ability to translate complex technical concepts—APIs, SSO/SAML, cloud integrations—into clear, actionable guidance for non-technical stakeholders.
- 04Demonstrated strength in critical thinking, rapid context-switching, and ruthless prioritization when juggling multiple escalations.
- 05Proficiency with modern support platforms (Intercom, Zendesk, Jira) and basic data-analysis tools (e.g., SQL, Looker, Snowflake).
- 06Exceptional written and spoken English; business-level fluency in at least one additional language such as Spanish, French, or German is strongly preferred.
- 07Passion for continuous learning, high ownership, and a “do-what-it-takes” mindset in ambiguous situations.
Условия
- 01Impact at Scale – Your work directly influences hundreds of enterprise clients and millions of end-users at an unprecedented scale to encourage personalized support
- 02Velocity & Ownership – Ship improvements quickly in a culture that values curiosity, speed, and quality
- 03Cutting-Edge Tech – Operate at the forefront of applied LLMs and help invent how AI can redefine customer support itself.