AI Platform Support Specialist — Remote & Impactful

Owkin; Paris; À distance; EUR 48 000 - 64 000; Plein temps

Avantages offerts par ce poste

Flexible work organization

Friendly and informal environment

International team collaboration

Résumé du poste

Owkin, Paris-based (remote in FR/UK/DE) is seeking a Customer Support Specialist to own first-level support for K-Pro, Owkin's AI platform for biopharma R&D. You will be the bridge between clients and engineering, ensuring timely updates and resolution within strict SLAs.

You will diagnose issues with users, reproduce bugs, and draft actionable reports for the team. You’ll also help build the knowledge base and shape AI-powered support workflows.

Qualifications

• Proven technical or customer support for B2B software, ideally SaaS.
• Experience handling SLA-bound support with demanding customers.
• Strong technical curiosity: APIs, logs, data, configurations; SQL or scripting a plus.
• Hands-on with AI tooling and agentic support workflows.
• Excellent written and verbal communication; able to explain tech to scientists and engineers.

Responsabilités

• Own incoming tickets during business hours as first line of support.
• Triage tickets, set priority, and route to the right team.
• Maintain SLAs with timely updates to users and CSMs.
• Diagnose issues with users and draft actionable reports for engineers.

Connaissances

Technical support

SaaS

APIs

SQL

Documentation

Communication

Outils

Zendesk

Linear

PagerDuty

Description du poste

Owkin, Paris-based (remote in FR/UK/DE) is seeking a Customer Support Specialist to own first-level support for K-Pro, Owkin's AI platform for biopharma R&D. You will be the bridge between clients and engineering, ensuring timely updates and resolution within strict SLAs.

You will diagnose issues with users, reproduce bugs, and draft actionable reports for the team. You’ll also help build the knowledge base and shape AI-powered support workflows.