Customer Support Specialist

Paris , Remote. Posted a month ago

The role

You will own first-level support for K-Pro, an AI research platform for biopharma R&D. You will triage tickets, diagnose technical issues, and communicate updates to users and CSMs. You will also help improve support workflows using AI and maintain the K-Pro help center.

What you will do

Own incoming tickets during business hours as the first line of support
Triage every ticket by priority and impacted service and route to the right team
Follow up on open tickets and escalate to keep SLAs on track
Communicate clear, timely updates to users and CSMs
Diagnose issues by reproducing bugs and checking data and configurations
Provide engineers with clean, actionable reports
Flag critical tickets and recurring issues to the Customer Success team
Track and report on support metrics
Write, update and remove articles in the K-Pro help center
Identify where automation and AI tools can improve support workflows

Required qualifications

Proven technical support or customer support for B2B software, ideally SaaS, with enterprise clients
Track record handling SLA-bound support with demanding customers
Strong technical curiosity with comfort in APIs, logs, data and configurations
Hands-on experience with AI tooling and building or improving agentic support workflows
Excellent written and verbal communication
Experience with support tooling such as Zendesk, Linear and PagerDuty, or equivalent
Able to follow runbooks and escalation paths
Habit of turning fixes into documentation and patterns into insights

Nice to have

Basic SQL or scripting
Experience in life sciences, biopharma or another regulated industry

Benefits

Flexible work organization
Friendly and informal working environment
Opportunity to work with an international team with high technical and scientific backgrounds

Before you apply

Please submit your CV in English

About the company

Owkin is an agentic AI company pioneering Biological Artificial Superintelligence to solve problems in biology. The company builds K Pro, an AI scientist for pharmaceutical research and strategic decision-making.