Customer Support Specialist

About the role

Owkin is looking for a Customer Support Specialist to own first-level support for K-Pro, their AI research platform for biopharma R&D. You will serve as the primary point of contact for clients, managing ticket triage, SLA compliance, and technical issue resolution. This role involves collaborating with engineering and customer success teams to improve support workflows and maintain a comprehensive 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 data configurations
• Maintain the K-Pro help center by writing and updating articles based on resolved issues
• Identify and implement automation and AI tools to improve support quality and efficiency

Required skills

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

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
• Hands-on experience with AI tooling and building agentic support workflows

Benefits

• Flexible work organization
• International team environment

About the Company

Owkin is an agentic AI company pioneering Biological Artificial Superintelligence to solve problems in biology. The company builds K Pro, an AI scientist for pharmaceutical research and strategic decision-making, powered by a multimodal patient data network and state-of-the-art AI.