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, construction, and operations (AECO) 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 quickly and provide an exceptional customer experience. Pirros describes itself as a fast-growing, profitable company serving more than 400 active firms. The role offers salary, equity, full benefits, and unlimited PTO. Compensation is determined based on factors such as skills, performance, qualifications, and experience; the specific salary range is discussed during the hiring process.

Requirements

1–2 years of experience in Customer Support, Technical Support, or another customer-facing role; B2B SaaS experience is preferred.
Strong written and verbal communication skills.
Problem-solving ability and an interest in troubleshooting and learning new technologies.
Highly organized and detail-oriented, with the ability to manage multiple requests simultaneously.
Patient, empathetic, and genuinely passionate about helping customers.
Strong sense of ownership, accountability, and urgency.
Comfort working in a fast-paced startup environment.
Eagerness 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 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 keeping customers informed.
Help customers understand 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 provide a seamless customer experience.