Job Overview
Location
Remote
Job Type
Full-time
Category
Design
Date Posted
October 7, 2025
Full Job Description
đź“‹ Description
- • Own the end-to-end user journey for millions of curious minds who rely on Perplexity AI daily. You will be the first human touchpoint when someone hits a snag, the last voice they hear before they leave delighted, and the constant advocate who ensures every interaction makes our product feel magical.
- • Triage, investigate, and resolve complex technical issues spanning natural-language queries, API integrations, browser extensions, mobile apps, and enterprise deployments. You’ll reproduce bugs, capture logs, and translate user pain into crystal-clear tickets that Engineering can act on within hours, not weeks.
- • Become a living encyclopedia of Perplexity’s AI capabilities, model versions, data sources, and edge-case behaviors so you can answer “why did it give me this answer?” with confidence and empathy. You’ll craft concise explanations that turn confusion into “aha!” moments.
- • Monitor real-time support queues across email, in-app chat, Discord, Twitter, and internal Slack channels, maintaining an average first-response time under 15 minutes and a CSAT above 95%. You’ll build macros, canned responses, and auto-routing rules that scale without sounding robotic.
- • Partner with Product Managers to transform user feedback into actionable roadmap items. You’ll quantify feature requests, surface trending pain points, and run A/B tests on help-center articles to ensure documentation evolves as fast as the product does.
- • Design and deliver bite-sized training sessions for new hires, contractors, and AI researchers who occasionally jump into support rotations. Your onboarding docs will cut ramp-up time from two weeks to three days.
- • Own the incident-communication pipeline during outages or model regressions: draft status-page updates, coordinate cross-functional war rooms, and follow up with affected users until trust is fully restored.
- • Build dashboards in Zendesk, Looker, and Amplitude that track ticket volume, resolution time, bug recurrence, and user sentiment. You’ll present weekly insights to leadership, spotlighting wins and flagging risks before they snowball.
- • Experiment with AI-assisted support tooling—think GPT-powered draft replies and semantic search across past tickets—to push the frontier of what world-class support looks like in an AI-native company.
- • Champion accessibility and inclusivity by ensuring our support content is screen-reader friendly, localized where needed, and mindful of users with varying technical literacy.
- • Occasionally hop on Zoom with power users—from PhD researchers to middle-school teachers—to conduct “follow-me-home” sessions that reveal hidden friction points and inspire future features.
- • Contribute to the global support playbook: write runbooks, record Loom videos, and maintain an internal wiki that empowers teammates in opposite time zones to deliver the same gold-standard experience.
🎯 Requirements
- • 2+ years in a technical support, solutions engineering, or customer success role for a SaaS, developer-tool, or AI/ML product
- • Demonstrated ability to read and interpret JSON, REST API logs, and browser dev-tools output to isolate root causes
- • Exceptional written English with a portfolio of clear, empathetic, and technically accurate user-facing responses
- • Experience with Zendesk, Intercom, or similar ticketing platforms; proficiency in creating macros, triggers, and automations
- • Nice-to-have: familiarity with SQL, basic Python scripting, or data-visualization tools like Looker or Amplitude
🏖️ Benefits
- • Fully remote culture with quarterly off-sites in destinations like Tokyo, Lisbon, or Mexico City
- • Competitive salary plus equity in a high-growth AI startup already valued at over $1B
- • $1,500 annual learning stipend for courses, conferences, or certifications of your choice
- • Flexible PTO policy with a mandatory 2-week minimum to ensure true recharge time
- • Premium health, dental, and vision coverage for you and 75% for dependents
Skills & Technologies
Remote
About Perplexity AI, Inc.
Perplexity AI operates an AI-powered conversational search engine that answers queries by synthesizing live web information. The platform combines large language models with real-time retrieval, citing sources for transparency. Founded in 2022, the San Francisco-based company offers free and subscription tiers, mobile apps, and browser extensions, targeting consumers and enterprises seeking accurate, verifiable answers instead of traditional link lists.
