Enterprise Customer Support Specialist
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 16h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 10d ago
The date the source published, not the day we noticed it (2026-09-21). Last seen at its source 1h ago.
We have tracked this listing since 21 Sep 2026 (10 days). The employer's own board has carried it every time we have read it, most recently 1 hour ago.
Is it remote?
Remote
That is the location the employer filed this posting under. Quoted as written — we do not re-word the source's own location.
Who may apply?
Belgrade, London, Berlin, Ireland
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $81.5k–104.0k/yr
Middle 50% of 10 listings that do state pay — Customer · all levels · EMEA · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
ashby employer's own board first seen 10d ago · last seen 1h ago
The listing
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.