[Remote] Enterprise Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Perplexity is an AI-powered answer engine used to solve billions of queries every month. They are seeking an experienced Enterprise Customer Support Specialist who will act as the primary advocate for Enterprise Pro customers, helping them maximize value and troubleshoot complex issues. The role involves leveraging AI tools to enhance support, building relationships with users, and managing documentation and support metrics.ResponsibilitiesWork 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 inLeverage 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 personalizedBuild durable relationships with Enterprise users, advising on best practices, capturing structured feedback, and championing customer needs in roadmap discussionsOwn end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanationsDesign and maintain detailed use-case flows, playbooks, and internal runbooks that empower teammates and customers to solve recurring challenges fasterCreate and update external documentation (FAQs, help center, guides, tutorials) and internal knowledge bases to ensure information is discoverable and up-to-dateTrack and report support KPIs (response time, CSAT, resolution rates) and propose data-driven process improvementsParticipate in an on-call rotation—including some holidays or weekends—to guarantee timely global coverageSkillsMinimum 3+ years in B2B enterprise customer support with exposure to U.S. and E.U. markets, or similar fast-paced tech environmentsHands-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 stakeholdersDemonstrated strength in critical thinking, rapid context-switching, and ruthless prioritization when juggling multiple escalationsProficiency 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 preferredPassion for continuous learning, high ownership, and a 'do-what-it-takes' mindset in ambiguous situationsPrior experience supporting AI, search, or knowledge-management productsFamiliarity with payment platforms (Stripe), enterprise identity (SSO/OAuth), and API integrationsKnowledge of enterprise cloud-storage ecosystems (Google Drive, SharePoint, Dropbox) and data-governance best practicesCompany OverviewPerplexity is an AI-powered platform that retrieves, analyzes information from the web to deliver structured answers with cited sources. It was founded in 2022, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://www.perplexity.ai.Company H1B SponsorshipPerplexity has a track record of offering H1B sponsorships, with 3 in 2026, 12 in 2025, 7 in 2024, 2 in 2023. Please note that this does not guarantee sponsorship for this specific role.