Enterprise Customer Support Specialist

📋 Description

• Work with enterprise customers via tickets, Slack, and calls to diagnose complex questions.
• Leverage AI tooling to scale support with automation and self-service solutions.
• Build relationships with Enterprise users and feed insights into roadmaps.
• Own end-to-end troubleshooting with engineers and clear explanations.
• Design use-case flows, playbooks, and runbooks for recurring challenges.
• Create external docs and internal knowledge bases to keep information up-to-date.

🎯 Requirements

• Minimum 3+ years in B2B enterprise customer support with US/EU exposure.
• Hands-on experience prompting large-language models and solid AI fundamentals.
• Ability to translate APIs, SSO/SAML, and cloud integrations into clear guidance.
• Strong critical thinking and prioritization for multiple escalations.
• Proficiency with Intercom, Zendesk, Jira and data tools like SQL, Looker, Snowflake.
• Excellent English; business-level fluency in another language (Spanish, French, or German)

🎁 Benefits

• Impact at scale with enterprise clients and millions of end-users.
• Velocity and ownership in a fast, curious, quality-focused culture.
• Work at the forefront of applied LLMs and AI-driven customer support.