Customer Support Specialist

About the role

Owkin is seeking a Customer Support Specialist to manage first-level support for K-Pro, their AI research platform for biopharma R&D. The role involves triaging tickets, ensuring SLA compliance, diagnosing technical issues, and collaborating with engineering and customer success teams. You will also contribute to improving support workflows through AI automation and maintaining the product help center.

Responsibilities

• Own incoming tickets during business hours as the first line of support for all K-Pro clients
• Triage every ticket by setting priority and routing to the appropriate team
• Keep SLAs on track by following up on open tickets and escalating when deadlines are at risk
• Communicate clear, timely updates to users and CSMs throughout the ticket lifecycle
• Diagnose issues directly with users, including reproducing bugs and checking configurations
• Act as the Customer Success team's eyes on support by flagging critical issues and client dissatisfaction
• Own and update the K-Pro help center documentation
• Identify and implement AI-driven automation to improve support quality and efficiency

Required skills

• B2B software support
• SaaS
• SLA management
• API
• SQL
• Zendesk
• Linear
• PagerDuty
• AI tooling

Nice to have

• Life sciences
• Biopharma

Qualifications

• Proven technical support or customer support experience for B2B software
• Experience handling SLA-bound support with enterprise clients

Benefits

• Flexible work organization
• Friendly and informal working environment

About the Company

Owkin is an agentic AI company pioneering Biological Artificial Superintelligence to solve problems in biology. They build K Pro, an AI scientist for pharmaceutical research and strategic decision-making, supported by a multimodal patient data network and extensive experience with pharmaceutical partners.