Customer Support Specialist

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

About us

Owkin is an agentic AI company pioneering Biological Artificial Superintelligence to solve problems in biology where human researchers alone have failed.
Owkin builds K Pro - an AI scientist for pharmaceutical research and strategic decision-making. K Pro orchestrates a suite of AI skills and tools to decode complex biology, accelerate research, and dramatically increase productivity.
K Pro is built on Owkin’s unrivalled multimodal patient data network, state-of-the-art AI for biology and a decade of experience working with pharmaceutical partners.

Position is based in our Paris office or remotely in France, UK or Germany.

Please submit your CV in English

About the role:

Owkin is looking for a Customer Support Specialist to own first-level support for K-Pro, Owkin's AI research platform for biopharma R&D, used by AstraZeneca, Sanofi, Servier and Boehringer Ingelheim.

Our clients have made major investments to access K-Pro, and their contracts come with strict response and resolution SLAs. You will be their first point of contact during business hours: the person who understands their problem quickly, keeps them informed, and gets the right engineering, product or customer success people moving. You will also help shape how support works at Owkin, including where AI and agentisation make it better.

In particular, you will:

Own the support flow

• Own incoming tickets during business hours as the first line of support for all K-Pro clients

• Triage every ticket: set priority (P1 to P4) and the impacted service, and route it to the right team

• Keep SLAs on track: follow up on open tickets, elevate early when a deadline is at risk

• Communicate clear, timely updates to users and CSMs throughout the ticket lifecycled

Go deep on the product

• Diagnose issues directly with users: reproduce bugs, check data and configurations, and give engineers a clean, actionable report

• Learn K-Pro in depth (its features, the datasets clients use, how login, API access, exports and permissions work, and the research questions clients bring to it) so you can resolve most issues without escalating

• Recognise when a result looks scientifically wrong and when it's a usage question

Turn support into insight

• Act as the Customer Success team's eyes on support: flag critical tickets, recurring issues, and signs that a client is becoming dissatisfied, so CSMs can act early

• Spot patterns across tickets and turn them into product feedback, doc updates or process fixes

• Track and report on support metrics (response time, SLA compliance, first contact resolution, volume) and give actionable insights to the team.

Own the knowledge base

• Own the K-Pro help center: write, update and remove articles as new issues are resolved

• Turn one-off fixes into reusable answers for clients and for the support team

Improve support with AI

• Identify where automation and AI tools (triage, routing, response drafting, knowledge retrieval) would save time or improve quality

• Work with RTech Operations to build, test and improve these workflows

About you

Required qualifications / experience:

• Proven technical support or customer support for B2B software, ideally SaaS, with enterprise clients

• A track record handling SLA-bound support with demanding customers, and staying calm under pressure

• Strong technical curiosity: comfortable with APIs, logs, data and configurations; basic SQL or scripting is a plus

• Hands-on experience with AI tooling and building or improving agentic support workflows (AI-assisted triage, automated routing, LLM-powered drafting), and the judgment to know when automation fits

• Excellent written and verbal communication, able to explain technical issues to scientists and to engineers alike

• Experience with support tooling such as Zendesk, Linear and PagerDuty, or equivalent

• Able to follow runbooks and escalation paths, and to know when to deviate from them

• A habit of turning fixes into documentation and patterns into insights

Preferred qualifications/bonus:

• Experience in life sciences, biopharma or another regulated industry is a strong plus

What success looks like in your first 6 months

• You handle the full ticket flow for all K-Pro clients with SLAs met

• CSMs rely on your signals to anticipate account risks

• The help center covers the most frequent ticket types

• You have shipped at least one automation that measurably improves support

#LI-HB1

What we offer

• Flexible work organization

• Friendly and informal working environment

• Opportunity to work with an international team with high technical and scientific backgrounds

Owkin is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, gender, sexual orientation, age, color, religion, national origin, protected veteran status or on the basis of disability.