Customer Support Specialist

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usOwkin 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.

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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 EnglishAbout 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 flowOwn incoming tickets during business hours as the first line of support for all K-Pro clientsTriage every ticket: set priority (P1 to P4) and the impacted service, and route it to the right teamKeep SLAs on track: follow up on open tickets, escalate early when a deadline is at riskCommunicate clear, timely updates to users and CSMs throughout the ticket lifecycled  Go deep on the productDiagnose issues directly with users: reproduce bugs, check data and configurations, and give engineers a clean, actionable reportLearn K-Pro in depth (its features, the datasets clients use, how login, API access, exports and permissions work.