Customer Support Specialist

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 - Collaborate with Customer Success to ensure a seamless customer experience What We're Looking For - 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 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.