Pirros Customer Support Specialist at Pirros providing frontline support for AI-powered AECO industry platform. Responsible for troubleshooting, managing support tickets, and collaborating with Product and Engineering.
Responsibilities
At Pirros, our Customer Support Specialists play a critical role in delivering an exceptional customer experience. You'll be on the front lines, helping customers troubleshoot issues, navigate our platform, and get the most value out of Pirros.
This is a hands-on role for someone who enjoys solving problems, learning new technology, and helping people. You'll work closely with Customer Success, Product, and Engineering to resolve issues quickly and ensure our customers feel supported.
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, ensuring timely resolution
Escalate complex technical issues to Product and Engineering while maintaining clear customer communication
Assist customers with product functionality, workflows, and best practices
Document common issues, solutions, and customer feedback to improve our support resources
Identify recurring problems and recommend improvements to the customer experience
Collaborate with Customer Success to ensure a seamless customer experience
Qualification
Highly organizedPatientStrong sense of ownershipEager to learnFamiliarity with tools like HubSpotExposure to architectureExperience creating help articlesAt Pirros
Required
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
Natural problem-solver who enjoys troubleshooting and learning new technologies
Highly organized, detail-oriented, and able to manage multiple requests simultaneously
Patient, empathetic, and genuinely passionate about helping customers
Strong sense of ownership, accountability, and urgency
Comfortable working in a fast-paced startup environment
Eager to learn, take initiative, and grow professionally
Preferred
Experience supporting SaaS products or troubleshooting technical issues
Familiarity with tools like HubSpot, Zendesk, Intercom, or similar support platforms
Exposure to architecture, engineering, construction, BIM, or Revit
Experience creating help articles, FAQs, or internal support documentation
At Pirros, we believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy, genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
Pirros is committed to fair and equitable compensation for all our employees. We thoughtfully consider a wide range of factors when determining individual compensation and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualification and experience. In addition to a competitive base salary, the total compensation package also includes equity and benefits.
