Senior Support Specialist/Customer Success, Desktop Perplexity (London, Belgrade, Berlin)
Perplexity · Berlin, State of Berlin · London, England · Belgrade, Central Serbia
About the Role
We are seeking talented Customer User Support to join our team and support users of our desktop apps. In this role, you will help users solve challenging technical issues and maximize value from our AI-native browsing experience. As a key member of our technical team, you will provide expert guidance to both users and internal teams while driving improvements to customer journeys, in-product workflows, and support processes.
Key Responsibilities
- Serve as the dedicated technical resource for desktop browser users, providing troubleshooting assistance and guidance on optimal use of the platform.
- Grow into the go-to technical and troubleshooting expert for Comet, helping both users and internal teams confidently navigate and use the browse.
- Partner with Enterprise, Mobile and Desktop teams to resolve issues and coordinate resources across multiple teams as needed.
- Translate learnings from Comet user issues into scalable solutions, working with Engineering and Go-To-Market teams to implement improvements.
- Build strong relationships with key Comet Enterprise users to ensure the success of their workflows in the browser.
Essential Qualifications
- 3+ years of experience in technical support engineering roles, with a focus on application development.
- Proven ability to identify technical pain points in both our solutions and our customers’ implementations.
- Experience leveraging AI tools to optimize workflows and improve team efficiency.
Nice to have
- Strong track record of building relationships with customers and cross-functional teams to drive performance improvements.
- Humble attitude, eagerness to help others, and willingness to acquire new knowledge to support team and customer success.
- Ability to operate with high efficiency, adeptly switch between contexts, work on multiple projects simultaneously, and prioritize effectively.
- Preference for deep-dive projects that involve chasing down problems and understanding diverse use cases.