Customer Support Specialist
- Compensation
- Not disclosed
- Location
- Los Angeles Office
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 1+ years
- Category
- Support
- Posted
Skills
Must have
- 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
Nice to have
- 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
Full description
About Pirros
Pirros is building the intelligence layer for design production. We are fundamentally reshaping how architecture and engineering firms manage project knowledge and technical design details.
Our platform is an AI-powered hub purpose-built for the AECO industry. We help architects, engineers, and contractors streamline detail management to improve consistency, minimize errors, and accelerate project delivery timelines.
We are establishing the system of record for design production in a global $12T+ market that has been underserved by modern software for far too long.
Why Join Pirros
- Backed by top-tier investors including YC, Funders Club, PlanGrid, and Elephant
- Profitable with rapidly growing ARR and 10% month-over-month expansion
- Recently secured a $17M Series A in 2025
- Over 400 active firms, including many of the leading AEC organizations nationwide
- Industry-leading ~140% net revenue retention (NRR)
- Founding team with deep roots in the structural engineering industry
- Comprehensive compensation including salary, equity, full benefits, and unlimited PTO
- A culture defined by high trust, autonomy, and a team of experienced operators
- The chance to solve high-impact problems for the professionals designing our physical world
About the Role
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.
What You'll Do
- 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