Enterprise Customer Support Specialist
Core
Enterprise Customer Support Specialist acting as the last line of defense for complex technical and product issues while leveraging AI tooling to automate support workflows.
Role type
Senior IC enterprise customer support specialist (AI/LLM focus)
Builds
Automated support workflows, self-service solutions, and durable customer relationships for enterprise clients
Domain
B2B SaaS / Artificial Intelligence / Large Language Models
Deliverable
production ML models | product features | dashboards & analysis
Required skills
B2B enterprise support, LLM prompting, API/SSO/SAML technical concepts, SQL, support platform proficiency, critical thinking
Preferred skills
Additional European language, payment platform experience, cloud storage ecosystems
Technologies
Perplexity AI, Intercom, Zendesk, Jira, SQL, Looker, Snowflake
Responsibilities
Diagnose and resolve complex enterprise technical issues, leverage AI tooling to automate repetitive tasks, build relationships and capture feedback, own end-to-end troubleshooting and root cause analysis, design internal playbooks and external documentation, track support KPIs and propose process improvements
Seniority
Senior, hands-on IC
