Customer Support Specialist
Owkin · Paris · Germany · France · UK
CHECKED 1H AGO
Bio & Science AIremote
At a glance
Highlights
- Own first-line support for K-Pro, AI platform used by AstraZeneca and Sanofi.
- Diagnose biopharma R&D issues and route P1-P4 tickets to engineering.
- Own K-Pro help center and build AI triage to improve support workflows.
Ideal candidate
A calm, technically curious support specialist with B2B SaaS enterprise experience who loves diagnosing complex issues, communicating clearly with scientists and engineers, and using AI to turn one-off fixes into better docs and workflows.
Requirements
- Proven technical support or customer support for B2B software, ideally SaaS, with enterprise clients
- 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 a plus
- Hands-on experience with AI tooling and building or improving agentic support workflows
- Excellent written and verbal communication explaining technical issues to scientists and engineers
- Experience with support tooling such as Zendesk, Linear and PagerDuty, or equivalent
- Able to follow runbooks and escalation paths and know when to deviate
- Habit of turning fixes into documentation and patterns into insights
- remote policy
- Remote available in France, UK, and Germany; Paris office option
Lab profile
About Owkin
Agentic AI company pioneering Biological Artificial Superintelligence for pharmaceutical research.
What they build
- K Pro — AI scientist for pharmaceutical research
Known for
- Multimodal patient data network
- Agentic AI for decoding complex biology
- State-of-the-art AI for pharma R&D productivity
Key facts
- Founded in 2016
- Headquartered in Paris and New York
- Backed by Sanofi and Bristol Myers Squibb