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Customer Support Specialist
Full-time
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.
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
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.
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.
If you think that you have been a victim of fraud,
Check the identity of the talent team on LinkedIn
Check our senior team on our website https://owkin.com/team/
Check the existence of the position on our website: https://www.owkin.com/careers#current-opportunities
Notify Owkin's recruitment unit at this address hiring@owkin.com
contact the following authorities:
+ [FR] https://internet-signalement.gouv.fr/
+ [UK] https://www.actionfraud.police.uk/reporting-fraud-and-cyber-crime
+ [US] https://reportfraud.ftc.gov/
