Enterprise AI Support Architect

Kindredventures; Ireland; On-site; EUR 65,000 - 90,000; Full time

Job summary

Perplexity is seeking an experienced Enterprise Customer Support Specialist to scale world-class support through automation and AI tooling. You will be the primary advocate for Enterprise Pro customers, helping them maximize value, troubleshoot complex issues, and feed insights into product development.

Responsibilities include diagnosing complex questions via tickets, Slack, and calls; building runbooks and documentation; and tracking KPIs while participating in on-call rotations for global

Qualifications

• 3+ years in B2B enterprise customer support or similar fast-paced tech environment.
• Hands-on experience prompting large-language models and understanding AI fundamentals (tokens, context windows).
• Ability to translate APIs, SSO/SAML, cloud integrations into clear guidance for non-technical stakeholders.
• Strong critical thinking, fast context-switching, and prioritization under escalations.
• Familiarity with support platforms (Intercom, Zendesk, Jira) and data tools (SQL, Looker, Snowflake).
• Excellent written and spoken English; additional language (Spanish, French, or German) strongly preferred.

Responsibilities

• Diagnose and resolve complex technical questions for enterprise customers via tickets, Slack, and calls.
• Leverage AI tooling to create scalable, self-service solutions and improve workflows.
• Advise on best practices, capture feedback, and influence product roadmap discussions.
• Own end-to-end troubleshooting: reproduce issues, isolate causes, and communicate clearly.
• Create playbooks, use-case flows, and runbooks to accelerate resolution.
• Maintain external docs and internal knowledge bases for discoverability.
• Track KPIs (response time, CSAT, resolution rates) and propose data-driven improvements.
• Participate in on-call rotation to ensure global coverage.

Skills

Enterprise support

AI fundamentals

APIs & integrations

SSO/SAML

Cloud integrations

SQL

Looker

Snowflake

English fluency

Additional language (Spanish/French/GD

Tools

Intercom

Zendesk

Jira

Job description

Perplexity is seeking an experienced Enterprise Customer Support Specialist to scale world-class support through automation and AI tooling. You will be the primary advocate for Enterprise Pro customers, helping them maximize value, troubleshoot complex issues, and feed insights into product development.

Responsibilities include diagnosing complex questions via tickets, Slack, and calls; building runbooks and documentation; and tracking KPIs while participating in on-call rotations for global