Enterprise Customer Support Specialist

About the Company

Perplexity is an AI-powered answer engine used to solve billions of queries every month. We build accurate, trustworthy AI that powers decision-making for curious people and organizations worldwide.

Responsibilities

• Work directly with enterprise customers via tickets, Slack, and calls to resolve complex technical questions
• Leverage AI tooling and workflow automations to scale support through agentic, self-service solutions
• Build durable relationships with Enterprise users and champion customer needs in roadmap discussions
• Own end-to-end troubleshooting, including reproducing issues and collaborating with engineers
• Design and maintain detailed use-case flows, playbooks, and internal runbooks
• Create and update external documentation, FAQs, and help center guides
• Track and report support KPIs and propose data-driven process improvements
• Participate in an on-call rotation to guarantee global coverage

Requirements

• 3+ years in B2B enterprise customer support
• Hands-on experience prompting large-language models and understanding AI fundamentals
• Ability to translate complex technical concepts like APIs and SSO/SAML for non-technical stakeholders
• Proficiency with Intercom, Zendesk, Jira, and basic data tools like SQL, Looker, or Snowflake
• Exceptional written and spoken English

Preferred Qualifications

• Business-level fluency in Spanish, French, or German
• Prior experience supporting AI, search, or knowledge-management products
• Familiarity with Stripe, SSO/OAuth, and API integrations
• Knowledge of enterprise cloud-storage ecosystems and data-governance best practices