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Perplexity is seeking an experienced Enterprise Customer Support Specialist to serve as the primary advocate for Enterprise Pro customers. You will diagnose and resolve complex technical and product questions, acting as the last line of defense before Product and Engineering involvement. The role combines deep product expertise with a passion for scaling support through AI-driven automation and self-service solutions.
Key Responsibilities:
- Work directly with enterprise customers via tickets, Slack, and calls to troubleshoot complex technical and product issues
- Leverage Perplexity's AI tooling and workflow automations to identify opportunities for agentic, self-service solutions
- Build durable relationships with Enterprise users, advising on best practices and capturing structured feedback for roadmap discussions
- Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear explanations
- Design and maintain detailed use-case flows, playbooks, and internal runbooks to empower teammates and customers
- Create and update external documentation (FAQs, help center, guides, tutorials) and internal knowledge bases
- Track and report support KPIs (response time, CSAT, resolution rates) and propose data-driven process improvements
- Participate in an on-call rotation, including some holidays or weekends, to guarantee timely global coverage
Requirements:
- 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 solid grasp of AI fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs)
- Ability to translate complex technical concepts (APIs, SSO/SAML, cloud integrations) into clear, actionable guidance for non-technical stakeholders
- Demonstrated strength in critical thinking, rapid context-switching, and ruthless prioritization when juggling multiple escalations
- Proficiency with modern support platforms (Intercom, Zendesk, Jira) and basic data-analysis tools (SQL, Looker, Snowflake)
- Exceptional written and spoken English; business-level fluency in at least one additional language (Spanish, French, or German) strongly preferred
- Passion for continuous learning, high ownership, and a "do-what-it-takes" mindset in ambiguous situations
Bonus Experience:
- Prior experience supporting AI, search, or knowledge-management products
- Familiarity with payment platforms (Stripe), enterprise identity (SSO/OAuth), and API integrations
- Knowledge of enterprise cloud-storage ecosystems (Google Drive, SharePoint, Dropbox) and data-governance best practices
