Enterprise Customer Support Specialist

About the role

Join our team as an Enterprise Customer Support Specialist, where you will be the primary advocate for our Enterprise Pro customers. You will diagnose and resolve complex technical and product questions, leverage AI tooling for support automation, and build strong relationships with Enterprise users. You will also own end-to-end troubleshooting, design and maintain use-case flows, create and update documentation, track support KPIs, and participate in an on-call rotation. Key missions: Act as the primary advocate for Enterprise Pro customers, helping them maximize value, troubleshooting complex issues, and feeding their insights into future product development.. Leverage Perplexity’s AI tooling and workflow automations to democratize world-class support at scale, continuously identifying opportunities to replace repetitive tasks with self-service solutions.. Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations. Profile: - 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.) - Proficiency with modern support platforms (Intercom, Zendesk, Jira) and basic data-analysis tools (e.g., SQL, Looker, Snowflake) - Ability to translate complex technical concepts—APIs, SSO/SAML, cloud integrations—into clear, actionable guidance for non-technical stakeholders - 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 - Demonstrated strength in critical thinking, rapid context-switching, and ruthless prioritization when juggling multiple escalations - Knowledge of enterprise cloud-storage ecosystems (Google Drive, SharePoint, Dropbox) and data-governance best practices - Familiarity with payment platforms (Stripe), enterprise identity (SSO/OAuth), and API integrations - Prior experience supporting AI, search, or knowledge-management products