Enterprise Customer Support Specialist (AI)

Location: Remote, United States

Salary: $110,000–$130,000 per year plus equity. USD salary ranges apply to U.S.-based positions.

Company

Perplexity develops AI-powered search and knowledge products for enterprise customers and end users.

What you will do

• Support Enterprise Pro customers through tickets, Slack, and calls, resolving complex technical and product issues.
• Use AI tooling and workflow automation to create scalable, personalized self-service support.
• Build customer relationships, advise on best practices, capture feedback, and represent customer needs in roadmap discussions.
• Reproduce issues, identify root causes, collaborate with engineering, and explain solutions clearly.
• Create use-case flows, playbooks, runbooks, FAQs, help-center content, guides, tutorials, and knowledge-base materials.
• Track response time, CSAT, and resolution rates, propose improvements, and participate in an on-call rotation including some holidays and weekends.

Requirements

• 3+ years of B2B enterprise customer support experience, including exposure to U.S. and E.U. markets or similar fast-paced technology environments.
• Hands-on experience prompting large language models and understanding of tokens, context windows, embeddings, and latency-versus-cost trade-offs.
• Ability to explain APIs, SSO/SAML, and cloud integrations to non-technical stakeholders.
• Experience with Intercom, Zendesk, Jira, and basic data-analysis tools such as SQL, Looker, or Snowflake.
• Exceptional written and spoken English is required.
• Strong critical thinking, prioritization, context-switching, ownership, and willingness to handle ambiguous escalations.

Nice to have

• Business-level fluency in Spanish, French, or German.
• Experience supporting AI, search, or knowledge-management products.
• Familiarity with Stripe, SSO/OAuth, API integrations, Google Drive, SharePoint, Dropbox, and data governance.

Culture & Benefits

• U.S. full-time employees receive equity, health, dental, vision, retirement, fitness, commuter, and dependent-care benefits.
• Employees outside the U.S. receive benefits tailored to their region of residence.
• Work in a culture emphasizing curiosity, speed, quality, ownership, and continuous learning.
• Operate with applied LLM technology to develop new approaches to customer support.