Customer Support Specialist

Paris · Remote · Full-time · Remote · Posted Oct 2, 2026

At a glance

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

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.
You will be the first point of contact during business hours for clients with strict response and resolution SLAs.
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 by setting priority from P1 to P4 and the impacted service, then route it to the right team
Keep SLAs on track by following up on open tickets and escalating early when a deadline is at risk
Communicate clear, timely updates to users and CSMs throughout the ticket lifecycle
Diagnose issues directly with users by reproducing bugs, checking data and configurations, and giving engineers a clean, actionable report
Learn K-Pro in depth so you can resolve most issues without escalating
Act as the Customer Success team's eyes on support by flagging critical tickets, recurring issues, and client dissatisfaction
Spot patterns across tickets and turn them into product feedback, doc updates, or process fixes
Track and report on support metrics including response time, SLA compliance, first contact resolution, and volume
Own the K-Pro help center by writing, updating, and removing articles as new issues are resolved

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 with comfort using APIs, logs, data, and configurations
Hands-on experience with AI tooling and building or improving agentic support workflows
Excellent written and verbal communication, able to explain technical issues to scientists and 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

Basic SQL or scripting is a plus
Experience in life sciences, biopharma, or another regulated industry is a strong plus

Flexible work organization
Friendly and informal working environment
Opportunity to work with an international team with high technical and scientific backgrounds