Enterprise AI Support Specialist (Scale & Automation)

Socket.dev; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Socket.dev is seeking an experienced Enterprise Customer Support Specialist to scale world-class support through automation. You will be the primary advocate for Enterprise Pro customers, troubleshooting complex issues and feeding insights into product development.

Responsibilities include diagnosing complex questions with enterprise users, building durable relationships, and owning end-to-end troubleshooting. On-call rotation is required to ensure global coverage.

Qualifications

• 3+ years in B2B enterprise customer support with exposure to US/EU markets.
• Hands-on experience prompting large-language models and understanding AI fundamentals.
• Ability to translate APIs, SSO/SAML, and cloud integrations into clear guidance.

Responsibilities

• Diagnose and resolve complex technical and product questions for enterprise customers via tickets, Slack, and calls.
• Leverage AI tooling and automation to scale support and create self-service options.
• Build durable relationships with Enterprise users and feed feedback into roadmap discussions.

Skills

Enterprise support

LLM prompting

APIs/SAML

Prioritization

English + second language

On-call readiness

Tools

Intercom

Zendesk

Jira

SQL

Looker

Snowflake

Job description

Socket.dev is seeking an experienced Enterprise Customer Support Specialist to scale world-class support through automation. You will be the primary advocate for Enterprise Pro customers, troubleshooting complex issues and feeding insights into product development.

Responsibilities include diagnosing complex questions with enterprise users, building durable relationships, and owning end-to-end troubleshooting. On-call rotation is required to ensure global coverage.