Customer Support Specialist

Owkin · Paris · posted today ago

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About this role

About us

Owkin is an agentic AI company pioneering Biological Artificial Superintelligence to solve problems in biology where human researchers alone have failed.
Owkin builds K Pro - an AI scientist for pharmaceutical research and strategic decision-making. K Pro orchestrates a suite of AI skills and tools to decode complex biology, accelerate research, and dramatically increase productivity.
K Pro is built on Owkin’s unrivalled multimodal patient data network, state-of-the-art AI for biology and a decade of experience working with pharmaceutical partners.

Position is based in our Paris office or remotely in France, UK or Germany.

Please submit your CV in English

About the role:

Owkin is looking for a Customer Support Specialist to own first-level support for K-Pro, Owkin's AI research platform for biopharma R&D, used by AstraZeneca, Sanofi, Servier and Boehringer Ingelheim.

Our clients have made major investments to access K-Pro, and their contracts come with strict response and resolution SLAs. You will be their first point of contact during business hours: the person who understands their problem quickly, keeps them informed, and gets the right engineering, product or customer success people moving. You will also help shape how support works at Owkin, including where AI and agentisation make it better.

In particular, you will:

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

About you

Required qualifications / experience:

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

Preferred qualifications/bonus:

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

#LI-HB1

What we offer

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.
Owkin is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, gender, sexual orientation, age, color, religion, national origin, protected veteran status or on the basis of disability.
Owkin is a great place to work. As a coveted workplace we are, unfortunately, vulnerable to recruitment phishing scams. We urge all job seekers and candidates to be wary of potential scams. Most of these have individuals posing as representatives of prominent companies, including Owkin, with the aim of obtaining personal, sensitive, or financial information from applicants. These scams prey upon an individual’s desire to obtain a job and can sometimes “feel” like a genuine recruitment process. Some red flags are identified below. Should you encounter a recruitment process that claims to be for Owkin but is not consistent with the below, please do not provide any personal or financial information:
Legitimate Owkin recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn.
Communication is always through an official Owkin email address (from the @owkin.com domain), over the phone or through our applicant tracking system (Greenhouse).
The Owkin talent team do use platforms such as LinkedIn and Job Teaser, however if you have any concern or doubt about this contact, please ask for them to send an email from @Owkin.com.
The Owkin talent team will not solicit personal data from candidates during the application phase including, but not limited to, date of birth, social security numbers, or bank account information;
Legitimate Owkin interviews may be conducted over the phone, in person, or via an approved enterprise videoconferencing service (Google Meets). They will not occur via Signal, Telegram or Messenger
Owkin offers of employment are based on merit and only extended once a candidate has interviewed with members of the talent and hiring team. Offers will be extended both verbally and in written format.