Technical Product Support Specialist (REMOTE)

San Francisco Bay Area

Full-time

Job Description

This job posting has expired and no longer accepting applications.

We are seeking a skilled Technical Support Agent 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.

If you are passionate about the future of AI technologies and want to help shape the evolution of AI search at a cutting-edge startup, we'd love to hear from you.

This role is remote. Candidates must reside in North America.

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

Strong understanding of large language models (LLMs), natural language processing, and related AI technologies
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 it’s applications

The cash compensation range for this role is $70,000 - $80,000

Since publicly launching the world’s first fully functional conversational answer engine a year ago, we’ve grown to 10 million monthly active users and have served over half a billion queries in 2023.To support our rapid consumer adoption and expansion plans, we’ve raised $73.6 million in Series B funding from trusted VC firms and prominent tech visionaries. IVP led the round with continued support from our Seed and Series A investors NEA, Elad Gil, Nat Friedman, and Databricks, as well as new investors NVIDIA, Jeff Bezos (through Bezos Expeditions Fund), Tobi Lutke, Bessemer Venture Partners, Naval Ravikant, Balaji Srinivasan, Guillermo Rauch, Austen Allred, Factorial Funds, and Kindred Ventures, among others. Building upon our Series A earlier this year, we’ve now raised $100 million to date.

Final offer amounts are determined by multiple factors, including, experience and expertise, and may vary from the amounts listed above.

Equity: In addition to the base salary, equity is part of the total compensation package.

Benefits: Comprehensive health, dental, and vision insurance for you and your dependents. Includes a 401(k) plan.

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