Customer Support - Product & Technical

We are seeking a skilled Customer Support Associate - Product & Technical to join Perplexity AI. In this role, you will provide technical assistance to our diverse user base.

The ideal candidate possesses strong knowledge of LLMs, prompting, troubleshooting, QA, and APIs, along with excellent communication skills and a passion for customer service.

Responsibilities

• Provide timely technical support to customers through various channels
• Investigate and troubleshoot reported issues with AI-generated responses, documenting findings to assist engineering teams
• Develop expertise in LLM products to provide insightful support and identify areas for improvement
• Guide customers through diagnostic and troubleshooting processes related to AI search and LLM usage
• Create reusable templates for the support team to efficiently handle common customer inquiries
• Educate customers on best practices for effectively leveraging Perplexity and API implementations
• Contribute to internal and customer-facing technical documentation and resources

Requirements

• Solid understanding of large language models (LLMs) and it’s applications for search.
• Experience with prompting techniques and optimizing LLM performance for search and question-answering
• Familiarity with API implementations and troubleshooting
• Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users.
• Proven track record of providing high-quality tech support in a SaaS or software product environment
• Ability to multi-task, manage time effectively, and adapt to changing priorities in a fast-paced startup
• Proactive problem-solver with strong analytical and troubleshooting skills
• Customer-centric mindset with a passion for helping users and improving the product experience
• Excellent knowledge of Perplexity and its applications