Customer Support Specialist
Core
First-level support for K-Pro, an AI research platform for biopharma R&D, serving enterprise clients like AstraZeneca and Sanofi.
Role type
Senior IC Customer Support Specialist (B2B SaaS)
Builds
K-Pro AI platform for pharmaceutical research
Domain
Biopharma / Artificial Intelligence
Deliverable
production ML models
Required skills
B2B SaaS technical support, SLA management, technical troubleshooting (APIs, logs, data), AI tooling & agentic workflows, support tooling (Zendesk, Linear, PagerDuty), documentation, data analysis
Preferred skills
Life sciences/biopharma industry experience, basic SQL or scripting
Technologies
K-Pro, Zendesk, Linear, PagerDuty, LLMs
Responsibilities
Own incoming tickets and triage issues for K-Pro clients; Diagnose technical issues and reproduce bugs; Maintain and update the knowledge base; Identify opportunities for AI automation in support workflows; Report support metrics and insights to the Customer Success team.
Seniority
Senior, hands-on IC
