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Perplexity AI 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 issues, acting as the last line of defense before Product and Engineering involvement. The role combines deep product expertise with a focus on scaling support through AI-driven automation and self-service solutions.
Key responsibilities include:
- Direct engagement with enterprise customers via tickets, Slack, and calls to troubleshoot complex technical and product questions
- Leverage Perplexity's AI tooling and workflow automations to create personalized, scalable support solutions
- Build lasting relationships with enterprise users, advise on best practices, capture structured feedback, and advocate for customer needs in product 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 on-call rotation, including holidays and weekends, to ensure global coverage
The ideal candidate will thrive in a fast-paced environment, combining technical depth with customer empathy. You'll work at the intersection of customer success and product development, directly influencing how hundreds of enterprise clients and millions of end-users experience AI-powered search and knowledge management.
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 and 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 managing 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 Spanish, French, or German strongly preferred
- Passion for continuous learning, high ownership, and "do-what-it-takes" mindset in ambiguous situations
BONUS: 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 and data-governance best practices.
About Perplexity AI
AI / Data / Infrastructure — AI answer engine and search product for consumers and enterprises.
