Customer Support Specialist

Pirros•Los Angeles, CA

About The Position

Pirros is building an AI-powered intelligence platform for design production in the architecture, engineering, and construction industry. The Customer Support Specialist helps customers troubleshoot issues, navigate the platform, and get value from Pirros. This hands-on role works closely with Customer Success, Product, and Engineering to resolve issues promptly and provide an excellent customer experience. Pirros describes itself as a rapidly growing, profitable company backed by investors including YC, Funders Club, PlanGrid, and Elephant. It reports more than 400 active firms and recently secured a $17 million Series A in 2025. The compensation package includes salary, equity, full benefits, and unlimited PTO; specific salary details are discussed during the hiring process. Pirros states its commitment to fair and equitable compensation and to nondiscrimination.

Requirements

1–2 years of experience in Customer Support, Technical Support, or a customer-facing role, preferably in B2B SaaS.
Strong written and verbal communication skills.
Problem-solving ability and an interest in troubleshooting and learning new technologies.
Strong organization and attention to detail, with the ability to manage multiple requests simultaneously.
Patience, empathy, and a genuine interest in helping customers.
A strong sense of ownership, accountability, and urgency.
Comfort working in a fast-paced startup environment.
Willingness to learn, take initiative, and grow professionally.

Nice To Haves

Experience supporting SaaS products or troubleshooting technical issues.
Familiarity with HubSpot, Zendesk, Intercom, or similar support platforms.
Exposure to architecture, engineering, construction, BIM, or Revit.
Experience creating help articles, FAQs, or internal support documentation.

Responsibilities

Serve as a primary point of contact for customer support inquiries via email, chat, and calls.
Troubleshoot technical issues, investigate problems, and provide timely, effective solutions.
Manage and prioritize incoming support tickets to ensure timely resolution.
Escalate complex technical issues to Product and Engineering while maintaining clear customer communication.
Help customers with product functionality, workflows, and best practices.
Document common issues, solutions, and customer feedback to improve support resources.
Identify recurring problems and recommend customer experience improvements.
Collaborate with Customer Success to ensure a seamless customer experience.