Remote Biopharma AI Support Specialist

Owkin; Paris; Hybride; EUR 42 000 - 60 000; Plein temps

Avantages offerts par ce poste

Friendly and informal environment

International team

Résumé du poste

Owkin is seeking a Customer Support Specialist to own first-level support for K-Pro, our AI research platform used by leading biopharma clients. You will be the primary contact during business hours, triaging tickets and keeping clients informed.

You will dive deep into the product, reproduce issues, learn K-Pro features, and translate user needs into actionable reports for engineers. You will help shape how support works, including automation and AI-assisted triage.

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; basic SQL or scripting a plus.
• Hands-on with AI tooling for agentic support workflows and automation judgment.
• Excellent written and verbal communication; can explain to scientists and engineers.
• Experience with support tools like Zendesk, Linear and PagerDuty.
• Ability to follow runbooks and escalation paths, with willingness to deviate when needed.
• Habit of turning fixes into documentation and patterns into insights.

Responsabilités

• Own the first line of support for K-Pro during business hours.
• Triage tickets, set priority, and route to the right team.
• Keep SLAs on track and escalate early when deadlines are at risk.
• Provide clear updates to users and CSMs throughout ticket lifecycle.
• Diagnose issues with users and generate actionable reports for engineers.
• Identify recurring issues and contribute to product feedback and doc updates.
• Track support metrics and report insights to the team.

Connaissances

SaaS support

APIs

SQL basics

Zendesk

Communication

Outils

Zendesk

Linear

PagerDuty

Description du poste

Owkin is seeking a Customer Support Specialist to own first-level support for K-Pro, our AI research platform used by leading biopharma clients. You will be the primary contact during business hours, triaging tickets and keeping clients informed.

You will dive deep into the product, reproduce issues, learn K-Pro features, and translate user needs into actionable reports for engineers. You will help shape how support works, including automation and AI-assisted triage.