{"id":1723563,"url":"https://alion.io/job/owkin-customer-support-specialist","title":"Customer Support Specialist","company":{"id":48161,"name":"Owkin","domain":"owkin.com","url":"https://alion.io/company/owkin","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"staff","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Paris, France"],"countries":["FR"],"hiring_countries":["DE","FR","GB"],"hiring_countries_total":3,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":124000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":86},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"LinkedIn","optional":true},{"name":"LLM","optional":true},{"name":"Multimodal AI","optional":true},{"name":"PagerDuty","optional":true},{"name":"Telegram","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-10-02T15:41:14Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-13T08:36:53Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"About us\nOwkin is an agentic AI company pioneering Biological Artificial Superintelligence to solve problems in biology where human researchers alone have failed.\nOwkin 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.\nK 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.\nPosition is based in our Paris office or remotely in France, UK or Germany.\n Please submit your CV in English\nAbout the role:\nOwkin 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.\nOur 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.\nIn particular, you will:\nOwn the support flow\nOwn incoming tickets during business hours as the first line of support for all K-Pro clients\n\nTriage every ticket: set priority (P1 to P4) and the impacted service, and route it to the right team\n\nKeep SLAs on track: follow up on open tickets, escalate early when a deadline is at risk\n\nCommunicate clear, timely updates to users and CSMs throughout the ticket lifecycled\n\nGo deep on the product\nDiagnose issues directly with users: reproduce bugs, check data and configurations, and give engineers a clean, actionable report\n\nLearn 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\n\nRecognise when a result looks scientifically wrong and when it's a usage question\n\nTurn support into insight\nAct 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\n\nSpot patterns across tickets and turn them into product feedback, doc updates or process fixes\n\nTrack and report on support metrics (response time, SLA compliance, first contact resolution, volume) and give actionable insights to the team.\n\nOwn the knowledge base\nOwn the K-Pro help center: write, update and remove articles as new issues are resolved\n\nTurn one-off fixes into reusable answers for clients and for the support team\n\nImprove support with AI\nIdentify where automation and AI tools (triage, routing, response drafting, knowledge retrieval) would save time or improve quality\n\nWork with R&Tech Operations to build, test and improve these workflows\n\nAbout you\nRequired qualifications / experience:\nProven technical support or customer support for B2B software, ideally SaaS, with enterprise clients\n\nA track record handling SLA-bound support with demanding customers, and staying calm under pressure\n\nStrong technical curiosity: comfortable with APIs, logs, data and configurations; basic SQL or scripting is a plus\n\nHands-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\n\nExcellent written and verbal communication, able to explain technical issues to scientists and to engineers alike\n\nExperience with support tooling such as Zendesk, Linear and PagerDuty, or equivalent\n\nAble to follow runbooks and escalation paths, and to know when to deviate from them\n\nA habit of turning fixes into documentation and patterns into insights\n\nPreferred qualifications/bonus:\nExperience in life sciences, biopharma or another regulated industry is a strong plus\n\nWhat success looks like in your first 6 months\nYou handle the full ticket flow for all K-Pro clients with SLAs met\n\nCSMs rely on your signals to anticipate account risks\n\nThe help center covers the most frequent ticket types\n\nYou have shipped at least one automation that measurably improves support\n\nWhat we offer\nFlexible work organization\n\nFriendly and informal working environment\n\nOpportunity to work with an international team with high technical and scientific backgrounds\n\nRecruitment Process & Security\nPlease complete the form and submit your CV.\n\nOwkin 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.\n\nOwkin 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:\n\nLegitimate Owkin recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn.\n\nCommunication is always through an official Owkin email address (from the @ owkin.com domain), over the phone or through our applicant tracking system (Greenhouse).\n\nThe 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.\n\nThe 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;\n\nLegitimate 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\n\nOwkin 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.\n\nIf you think that you have been a victim of fraud,\nCheck the identity of the talent team on LinkedIn\n\nCheck our senior team on our website https://owkin.com/team/\n\nCheck the existence of the position on our website: https://www.owkin.com/careers#current-opportunities\n\nNotify Owkin's recruitment unit at this address \n\ncontact the following authorities:\n[FR] https://internet-signalement.gouv.fr/\n\n[UK] https://www.actionfraud.police.uk/reporting-fraud-and-cyber-crime\n\n[US] https://reportfraud.ftc.gov/","description_format":"text","description_chars":7233,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"},{"name":"France","iso":"FR","kind":"country"},{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Bioinformatics","Medical AI","Drug Discovery AI"],"lifecycle":[{"event":"open","at":"2026-10-02T21:31:55Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":10,"expected_fill_days":129,"reasons":["conf:0","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/owkin-customer-support-specialist","json_url":"https://alion.io/job/owkin-customer-support-specialist.json","meta":{"generated_at":"2026-10-13T10:50:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16679,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":48161},"rest":"https://alion.io/mcp/rest/get_company?id=48161"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fowkin-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fowkin-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fowkin-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/owkin-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fowkin-customer-support-specialist"}]}