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Owkin is an agentic AI company building K Pro, an AI scientist for pharmaceutical research and strategic decision-making used by major biopharma clients including AstraZeneca, Sanofi, Servier, and Boehringer Ingelheim. K Pro orchestrates AI skills and tools to decode complex biology and accelerate research.
You will be the first-level support specialist for K Pro, owning the customer support flow during business hours. Your responsibilities include:
**Support Operations:**
- Own incoming support tickets as the first point of contact for all K Pro clients
- Triage every ticket by priority (P1-P4) and impacted service, routing to the appropriate team
- Maintain SLA compliance by tracking open tickets, escalating early when deadlines are at risk
- Provide clear, timely updates to users and customer success managers throughout the ticket lifecycle
**Product Expertise:**
- Diagnose issues directly with users by reproducing bugs, checking data and configurations, and providing engineers with actionable reports
- Develop deep knowledge of K Pro's features, client datasets, login/API access, exports, permissions, and research use cases
- Resolve most issues without escalation by understanding both technical and scientific dimensions
- Recognize when results appear scientifically incorrect versus when they reflect usage questions
**Insight & Improvement:**
- Act as the Customer Success team's eyes on support by flagging critical tickets, recurring issues, and signs of client dissatisfaction
- Identify patterns across tickets and convert them into product feedback, documentation updates, or process improvements
- Track and report support metrics (response time, SLA compliance, first-contact resolution, volume) with actionable insights
- Own and maintain the K Pro help center by writing, updating, and removing articles as issues are resolved
- Turn one-off fixes into reusable answers for clients and the support team
**AI & Automation:**
- Identify opportunities where automation and AI tools (triage, routing, response drafting, knowledge retrieval) would save time or improve quality
- Collaborate with R&Tech Operations to build, test, and improve these workflows
**Requirements:**
- Proven technical or customer support experience for B2B software, ideally SaaS with enterprise clients
- Track record handling SLA-bound support with demanding customers; ability to stay calm under pressure
- Strong technical curiosity: comfortable with APIs, logs, data, and configurations; basic SQL or scripting is a plus
- Hands-on experience with AI tooling and building or improving agentic support workflows (AI-assisted triage, automated routing, LLM-powered drafting) with good judgment about when automation fits
- Excellent written and verbal communication; ability to explain technical issues to both scientists and engineers
- Experience with support tools such as Zendesk, Linear, PagerDuty, or equivalent
- Ability to follow runbooks and escalation paths while knowing when to deviate
- Habit of turning fixes into documentation and patterns into insights
**Preferred:**
- Experience in life sciences, biopharma, or other regulated industries
