Customer Support Specialist

present of AI; Los Angeles (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Pirros is seeking an entry-level Customer & Solutions specialist in Los Angeles to be the first line of support for architecture and engineering firms using the design knowledge platform. You will troubleshoot issues, manage a ticket queue, and keep customers informed when problems are escalated to product or engineering.

Strong writing and fast learning in a technical product are valued. Ideal candidates have 1–2 years in customer or technical support, with a willingness to learn BIM/Revit

Qualifications

• 1–2 years of customer or technical support experience.
• Ability to troubleshoot issues and manage a ticket queue.
• Willingness to learn a technical product quickly and document solutions.

Responsibilities

• Serve as the first line of help for architecture and engineering firms using the design knowledge platform.
• Troubleshoot issues and route complex problems to product or engineering.
• Maintain clear communication with customers about ticket status and resolutions.
• Write helpful articles and guides to reduce repetitive inquiries.

Skills

Customer support

Troubleshooting

Ticket triage

Documentation

Tools

Zendesk

Intercom

Job description

Customer & Solutions · Los Angeles Office · FullTime · Entry level

This role is the first line of help for architecture and engineering firms using a design knowledge platform. It asks for someone with a year or two of customer or technical support experience, ideally in business software, who can troubleshoot issues, manage a queue of tickets, and keep customers informed when problems go to product or engineering. A strong candidate is organized, patient, and comfortable learning a technical product quickly in a fast moving startup.

How it fits the AI era

The product uses AI to help firms find and reuse past design details, so support work will often involve explaining how that search and reuse behaves and sorting real product problems from user confusion. Routine questions can increasingly be answered by help content and automated tools, which makes clear writing and careful documentation more valuable. What stays human is judgment, empathy for a frustrated customer, and knowing when to escape.

How it builds AI experience

Supporting this platform gives direct exposure to an AI tool built for architecture and engineering workflows, including how design details and Revit content are organized and retrieved. Building on that means learning the basics of BIM and Revit so customer questions can be understood in their own terms, and writing help articles that capture recurring issues. Familiarity with support platforms like Zendesk or Intercom helps, though the posting treats it as a plus rather than a requirement.

Worth showing

• Ticket triage and prioritization
• Technical troubleshooting
• Help article writing

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Pirros

An AI project hub that lets architecture and engineering firms find, reuse and standardise the design details and Revit content from their past projects.