AI-Driven Enterprise Support Architect

Perplexity

Northern (KY)

Hybrid

USD 85,000 - 120,000

Full time

3 days ago

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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, diagnosing complex issues and feeding insights into product development.

You will work directly with enterprise clients, build durable relationships, and own end‑to‑end troubleshooting while contributing to documentation and knowledge bases. English fluency required; other languages a plus.

Qualifications

3+ years in B2B enterprise customer support with US/EU exposure.
Hands-on experience prompting large-language models and AI fundamentals.
Translate APIs and SSO/SAML concepts into clear guidance for non-technical users.
Proficiency with Intercom, Zendesk, Jira and basic data analysis tools.
Excellent written and spoken English; other languages a plus.

Responsibilities

Diagnose and resolve complex product questions for enterprise customers via tickets, Slack, and calls.
Leverage AI tooling to automate and scale world‑class support with self‑service options.
Advise on best practices, capture feedback, and influence product roadmaps.
Own end‑to‑end troubleshooting and communicate clear explanations.
Create and maintain runbooks, FAQs, and knowledge bases.
Track KPIs and propose data‑driven improvements.
Participate in an on‑call rotation including certain holidays/weekends.