Enterprise Customer Support Specialist
Core
Enterprise Customer Support Specialist for an AI-powered answer engine, acting as the last line of defense for complex technical and product issues while driving automation and product feedback.
Role type
Senior IC enterprise customer support specialist (AI/LLM domain)
Builds
AI-powered answer engine (Perplexity) for enterprise customers
Domain
Artificial Intelligence / Large Language Models / Enterprise SaaS
Deliverable
client delivery
Required skills
B2B enterprise support, LLM prompting, technical troubleshooting, API/SSO/SAML knowledge, data analysis (SQL/Looker/Snowflake), documentation creation, KPI tracking
Preferred skills
Additional European language (Spanish/French/German), payment platform experience (Stripe), cloud storage governance
Technologies
Intercom, Zendesk, Jira, SQL, Looker, Snowflake, LLMs
Responsibilities
Diagnose and resolve complex enterprise technical/product issues via tickets/Slack/calls; leverage AI tooling to automate support workflows; build use-case flows and internal runbooks; create and update external documentation (FAQs, guides); track support KPIs and propose process improvements; participate in on-call rotation
Seniority
Senior, hands-on IC