Owkin - Customer Support Specialist
Requirements
• Proven technical support or customer support for B2B software, ideally SaaS, with enterprise clients • A track record handling SLA-bound support with demanding customers, and staying calm under pressure • Strong technical curiosity: comfortable with APIs, logs, data and configurations; basic SQL or scripting is a plus • Hands-on experience with AI tooling and building or improving agentic support workflows (AI-assisted triage, automated routing, LLM-powered drafting), and the judgment to know when automation fits • Excellent written and verbal communication, able to explain technical issues to scientists and to engineers alike • Experience with support tooling such as Zendesk, Linear and PagerDuty, or equivalent • Able to follow runbooks and escalation paths, and to know when to deviate from them • A habit of turning fixes into documentation and patterns into insights • Experience in life sciences, biopharma or another regulated industry is a strong plus • What success looks like in your first 6 months • You handle the full ticket flow for all K-Pro clients with SLAs met • CSMs rely on your signals to anticipate account risks • The help center covers the most frequent ticket types • You have shipped at least one automation that measurably improves support
Responsibilities
• Own the support flow • Own incoming tickets during business hours as the first line of support for all K-Pro clients • Triage every ticket: set priority (P1 to P4) and the impacted service, and route it to the right team • Keep SLAs on track: follow up on open tickets, escalate early when a deadline is at risk • Communicate clear, timely updates to users and CSMs throughout the ticket lifecycled • Go deep on the product • Diagnose issues directly with users: reproduce bugs, check data and configurations, and give engineers a clean, actionable report • Learn K-Pro in depth (its features, the datasets clients use, how login, API access, exports and permissions work, and the research questions clients bring to it) so you can resolve most issues without escalating • Recognise when a result looks scientifically wrong and when it's a usage question • Turn support into insight • Act as the Customer Success team's eyes on support: flag critical tickets, recurring issues, and signs that a client is becoming dissatisfied, so CSMs can act early • Spot patterns across tickets and turn them into product feedback, doc updates or process fixes • Track and report on support metrics (response time, SLA compliance, first contact resolution, volume) and give actionable insights to the team. • Own the knowledge base • Own the K-Pro help center: write, update and remove articles as new issues are resolved • Turn one-off fixes into reusable answers for clients and for the support team • Improve support with AI • Identify where automation and AI tools (triage, routing, response drafting, knowledge retrieval) would save time or improve quality • Work with R&Tech Operations to build, test and improve these workflows
Benefits
• Flexible work organization • Friendly and informal working environment • Opportunity to work with an international team with high technical and scientific backgrounds • Recruitment Process & Security • Please complete the form and submit your CV.
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