Enterprise Customer Support Specialist
About this role
Enterprise customers need reliable technical guidance and rapid resolution when integrating advanced AI tools into their daily workflows, a challenge this hire will directly address at Perplexity. Operating as the primary advocate for Enterprise Pro users, the specialist handles complex troubleshooting while feeding structured feedback straight into future product development.
The team builds automated support frameworks that scale personalized assistance through AI tooling. Daily work involves diagnosing difficult issues via tickets, Slack, and calls, designing internal runbooks, and tracking key performance indicators. Someone who balances deep product expertise with strong critical thinking, rapid context-switching, and a high-ownership mindset will thrive here.
Perplexity offers an environment focused on velocity, autonomy, and applied language models. Candidates who enjoy tackling ambiguous situations, collaborating closely with engineering, and scaling support through modern technology find this position deeply rewarding.
What you will do
- Manage direct communications with enterprise accounts through tickets, Slack, and occasional calls to resolve advanced technical issues.
- Utilize internal artificial intelligence tools and workflow automations to scale support operations and build self-service solutions.
- Develop lasting relationships with users by providing best practices guidance and advocating for their requirements during roadmap discussions.
- Investigate and isolate root causes of problems while communicating clear explanations to both technical and non-technical stakeholders.
- Create and maintain comprehensive use-case playbooks, internal runbooks, and external help center documentation.
- Monitor support metrics including resolution rates and customer satisfaction scores to drive continuous process enhancements.
- Engage in an on-call schedule that incorporates weekend or holiday coverage to maintain global support availability.
What you need
- Bring at least three years of experience in B2B enterprise customer support within fast-paced technology settings or markets in the U.S. and E.U.
- Demonstrate hands-on experience prompting large-language models along with an understanding of artificial intelligence fundamentals such as tokens and embeddings.
- Translate intricate technical topics like APIs and single sign-on integrations into straightforward guidance for diverse audiences.
- Exhibit strong critical thinking abilities, rapid context-switching skills, and disciplined prioritization when managing multiple escalated requests.
- Show proficiency using standard support platforms and basic data analysis tools like SQL or Looker.
- Possess exceptional written and spoken English communication skills.
Nice to have
- Prior experience supporting AI, search, or knowledge-management products
- Familiarity with payment platforms, enterprise identity, and API integrations
- Knowledge of enterprise cloud-storage ecosystems and data-governance best practices
- Business-level fluency in Spanish, French, or German
Skills and tech stack
Questions candidates ask
What does the remote or on-site work policy look like?
The job posting lists the location as Belgrade, but does not provide additional details regarding remote work flexibility.
What are the expectations for the on-call schedule?
The role requires participation in an on-call rotation that includes some holidays or weekends to guarantee timely global coverage.
What languages are required for communication?
Candidates must possess exceptional written and spoken English, while business-level fluency in an additional language like Spanish, French, or German is strongly preferred.