Enterprise Customer Support Specialist
Join Perplexity as an Enterprise Customer Support Specialist to advocate for enterprise clients and enhance support through automation.
Posted by employer 2 days ago
First seen on Joblaze 1 day ago
Last verified on the company career page 2 hours ago
What you'll build
- Diagnose and resolve complex technical and product questions
- Identify opportunities for self-service solutions
- Build relationships with Enterprise users
- Create and update external documentation
- Track and report support KPIs
Must have
- 3+ years in B2B enterprise customer support
- Hands-on experience prompting large-language models
- Ability to translate complex technical concepts
- Proficiency with modern support platforms
- Exceptional written and spoken English
Nice to have
- Prior experience supporting AI, search, or knowledge-management products
- Familiarity with payment platforms
- Knowledge of enterprise cloud-storage ecosystems
Practical constraints
- Participate in an on-call rotation including holidays or weekends
AI in the day-to-day
Leverage Perplexity’s own AI tooling and workflow automations to democratize world-class support at scale.
Requirements
- Experience
- 3+ years
Not disclosed in this posting: compensation, visa sponsorship.
Joblaze summary
The Enterprise Customer Support Specialist at Perplexity focuses on providing high-level support to enterprise clients, addressing complex technical issues and ensuring customer satisfaction. This role requires expertise in AI tools and modern support platforms, along with the ability to simplify intricate concepts for non-technical users. Ideal candidates have a strong background in B2B enterprise support, particularly in fast-paced tech environments, and possess critical thinking skills to manage multiple escalations effectively. The position also involves creating documentation and tracking support metrics to drive continuous improvement.
Joblaze insights
Quick facts
- Is the Enterprise Customer Support Specialist role remote?
- Yes — Perplexity lists this as a fully remote position.
- How much experience is required?
- At least 3 years of relevant experience for this Enterprise Customer Support Specialist role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AI/ML, Intercom, Jira, Looker, SQL, Snowflake.
- What seniority level is this role?
- Perplexity targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Enterprise Customer Support Specialist role at Perplexity.
From the original posting
We are looking for an experienced Enterprise Customer Support Specialist who can marry deep product expertise with a passion for scaling world-class support through automation. You will be the primary advocate for our Enterprise Pro customers, helping them maximize value, troubleshooting complex issues, and feeding their insights straight into future product development.
Responsibilities
Work directly with enterprise customers—via tickets, Slack, and sometimes calls—to diagnose and resolve their most complex technical and product questions, acting as the “last line of defense” before Product and Engineering step in.
Leverage Perplexity’s own AI tooling and workflow automations to democratize world-class support at scale, continuously identifying opportunities to replace repetitive tasks with agentic, self-service solutions that feel personalized.
Build durable relationships with Enterprise users, advising on best practices, capturing structured feedback, and championing customer needs in roadmap discussions.
Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations.
Design and maintain detailed use-case flows, playbooks, and internal runbooks that empower teammates and customers to solve recurring challenges faster.
Create and update external documentation (FAQs, help center, guides, tutorials) and internal knowledge bases to ensure information is discoverable and up-to-date.
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 a solid grasp of AI fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs, etc.).
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 (e.g., SQL, Looker, Snowflake).
Exceptional written and spoken English; business-level fluency in at least one additional language such as Spanish, French, or German is strongly preferred.
Passion for continuous learning, high ownership, and a “do-what-it-takes” mindset in ambiguous situations.
Bonus Points
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.
Why Perplexity?
Impact at Scale – Your work directly influences hundreds of enterprise clients and millions of end-users at an unprecedented scale to encourage personalized support
Velocity & Ownership – Ship improvements quickly in a culture that values curiosity, speed, and quality
Cutting-Edge Tech – Operate at the forefront of applied LLMs and help invent how AI can redefine customer support itself.