Enterprise Customer Support Specialist

Perplexity, an AI-powered answer engine, is seeking an experienced Enterprise Customer Support Specialist to serve as the primary advocate for Enterprise Pro customers. This role involves troubleshooting complex issues, building durable relationships, and feeding customer insights into product development.

• Work directly with enterprise customers via tickets, Slack, and calls to diagnose and resolve complex technical and product questions.
• Leverage Perplexity's AI tooling and workflow automations to scale support, replacing repetitive tasks with agentic self-service solutions.
• Build relationships with Enterprise users, advising on best practices and championing customer needs in roadmap discussions.
• Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear explanations.
• Design and maintain use-case flows, playbooks, and internal runbooks.
• Create and update external documentation (FAQs, help center, guides) and internal knowledge bases.
• Track and report support KPIs (response time, CSAT, resolution rates) and propose data-driven improvements.
• Participate in an on-call rotation, including some holidays or weekends.

• Minimum 3+ years in B2B enterprise customer support with exposure to U.S. and E.U. markets.
• Hands-on experience prompting large-language models and understanding AI fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs).
• Ability to translate complex technical concepts (APIs, SSO/SAML, cloud integrations) for non-technical stakeholders.
• Proficiency with support platforms (Intercom, Zendesk, Jira) and data-analysis tools (SQL, Looker, Snowflake).
• Exceptional English; business-level fluency in Spanish, French, or German preferred.

• Experience supporting AI, search, or knowledge-management products.
• Familiarity with payment platforms (Stripe), enterprise identity (SSO/OAuth), and API integrations.
• Knowledge of cloud-storage ecosystems (Google Drive, SharePoint, Dropbox) and data-governance best practices.

Salary range: $110,000 – $130,000 USD per year, plus equity. Perplexity offers a culture of impact, velocity, and cutting-edge technology.