Customer Support Specialist

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 Owkins 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

Owkin is looking for a Customer Support Specialist to own first-level support for K-Pro Owkins 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.

• 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

• 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 its a usage question

• Act as the Customer Success teams 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 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

• 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

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

• 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

• Flexible work organization

• Friendly and informal working environment

• Opportunity to work with an international team with high technical and scientific backgrounds

• 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 individuals 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 @ 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 @.

• 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 the existence of the position on our website: Owkins recruitment unit at this address

• contact the following authorities:

  • FR Experience:

    IC