--- title: 'Customer Support Specialist at Owkin' canonical: 'https://feeny.ai/job/customer-support-specialist-owkin-paris-90fh5x1s14fn' type: 'job' last_seen: '2026-10-18' --- # Customer Support Specialist at Owkin - **Company:** Owkin - **Location:** Paris, France - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-10-02 - **Last confirmed live:** 2026-10-18 - **Apply:** https://jobs.ashbyhq.com/owkin/f0a20013-65f6-4d72-90d8-4d051021c95c ## Job description ## About us Owkin is an agentic AI company pioneering Biological Artificial Superintelligence to solve problems in biology where human researchers alone have failed. Owkin builds K Pro - an AI scientist for pharmaceutical research and strategic decision-making. K Pro orchestrates a suite of AI skills and tools to decode complex biology, accelerate research, and dramatically increase productivity. K Pro is built on Owkin’s unrivalled multimodal patient data network, state-of-the-art AI for biology and a decade of experience working with pharmaceutical partners. Position is based in our Paris office or remotely in France, UK or Germany. Please submit your CV in English About the role: Owkin is looking for a Customer Support Specialist to own first-level support for K-Pro, Owkin's AI research platform for biopharma R&D, used by AstraZeneca, Sanofi, Servier and Boehringer Ingelheim. Our clients have made major investments to access K-Pro, and their contracts come with strict response and resolution SLAs. You will be their first point of contact during business hours: the person who understands their problem quickly, keeps them informed, and gets the right engineering, product or customer success people moving. You will also help shape how support works at Owkin, including where AI and agentisation make it better. In particular, you will: Own the support flow - Own incoming tickets during business hours as the first line of support for all K-Pro clients - Triage every ticket: set priority (P1 to P4) and the impacted service, and route it to the right team - Keep SLAs on track: follow up on open tickets, escalate early when a deadline is at risk - Communicate clear, timely updates to users and CSMs throughout the ticket lifecycled Go deep on the product - Diagnose issues directly with users: reproduce bugs, check data and configurations, and give engineers a clean, actionable report - Learn K-Pro in depth (its features, the datasets clients use, how login, API access, exports and permissions work, and the research questions clients bring to it) so you can resolve most issues without escalating - Recognise when a result looks scientifically wrong and when it's a usage question Turn support into insight - Act as the Customer Success team's eyes on support: flag critical tickets, recurring issues, and signs that a client is becoming dissatisfied, so CSMs can act early - Spot patterns across tickets and turn them into product feedback, doc updates or process fixes - Track and report on support metrics (response time, SLA compliance, first contact resolution, volume) and give actionable insights to the team. Own the knowledge base - Own the K-Pro help center: write, update and remove articles as new issues are resolved - Turn one-off fixes into reusable answers for clients and for the support team Improve support with AI - Identify where automation and AI tools (triage, routing, response drafting, knowledge retrieval) would save time or improve quality - Work with R&Tech Operations to build, test and improve these workflows ## About you Required qualifications / experience: - Proven technical support or customer support for B2B software, ideally SaaS, with enterprise clients - A track record handling SLA-bound support with demanding customers, and staying calm under pressure - Strong technical curiosity: comfortable with APIs, logs, data and configurations; basic SQL or scripting is a plus - Hands-on experience with AI tooling and building or improving agentic support workflows (AI-assisted triage, automated routing, LLM-powered drafting), and the judgment to know when automation fits - Excellent written and verbal communication, able to explain technical issues to scientists and to engineers alike - Experience with support tooling such as Zendesk, Linear and PagerDuty, or equivalent - Able to follow runbooks and escalation paths, and to know when to deviate from them - A habit of turning fixes into documentation and patterns into insights Preferred qualifications/bonus: - Experience in life sciences, biopharma or another regulated industry is a strong plus What success looks like in your first 6 months - You handle the full ticket flow for all K-Pro clients with SLAs met - CSMs rely on your signals to anticipate account risks - The help center covers the most frequent ticket types - You have shipped at least one automation that measurably improves support ## #LI-HB1 ## What we offer - Flexible work organization - Friendly and informal working environment - Opportunity to work with an international team with high technical and scientific backgrounds Recruitment Process & Security - Please complete the form and submit your CV. - Owkin is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, gender, sexual orientation, age, color, religion, national origin, protected veteran status or on the basis of disability. - Owkin is a great place to work. As a coveted workplace we are, unfortunately, vulnerable to recruitment phishing scams. We urge all job seekers and candidates to be wary of potential scams. Most of these have individuals posing as representatives of prominent companies, including Owkin, with the aim of obtaining personal, sensitive, or financial information from applicants. These scams prey upon an individual’s desire to obtain a job and can sometimes “feel” like a genuine recruitment process. Some red flags are identified below. Should you encounter a recruitment process that claims to be for Owkin but is not consistent with the below, please do not provide any personal or financial information: - Legitimate Owkin recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn. - Communication is always through an official Owkin email address (from the @[owkin.com](http://owkin.com) domain), over the phone or through our applicant tracking system (Greenhouse). - The Owkin talent team do use platforms such as LinkedIn and Job Teaser, however if you have any concern or doubt about this contact, please ask for them to send an email from @[Owkin.com](http://Owkin.com). - The Owkin talent team will not solicit personal data from candidates during the application phase including, but not limited to, date of birth, social security numbers, or bank account information; - Legitimate Owkin interviews may be conducted over the phone, in person, or via an approved enterprise videoconferencing service (Google Meets). They will not occur via Signal, Telegram or Messenger - Owkin offers of employment are based on merit and only extended once a candidate has interviewed with members of the talent and hiring team. Offers will be extended both verbally and in written format. If you think that you have been a victim of fraud, - Check the identity of the talent team on LinkedIn - Check our senior team on our website https://owkin.com/team/ - Check the existence of the position on our website: https://www.owkin.com/careers#current-opportunities - Notify Owkin's recruitment unit at this address hiring@owkin.com - contact the following authorities: - [FR] https://internet-signalement.gouv.fr/ - [UK] https://www.actionfraud.police.uk/reporting-fraud-and-cyber-crime - [US] https://reportfraud.ftc.gov/ ## About Owkin ## Company Overview - **One-liner**: Owkin is building an autonomous AI Scientist to automate biopharma R&D and support clinical research, aiming for Biological Artificial Superintelligence. - **Entity Type**: Private (venture-backed; raised $304M from leading biopharma companies and venture funds) - **Headquarters**: Paris, France (with offices in Boston, New York, London, Nantes, Geneva, and Berlin) - **Founded**: 2016 - **Founders**: Thomas Clozel, MD (clinical oncologist) and Gilles Wainrib, PhD (machine learning pioneer) ## Core Business - **Primary industries**: AI-driven drug discovery, diagnostics, and biomedical research - **Target customers**: Biopharma companies (top 8 global biopharmas), clinical researchers, and oncology specialists (B2B, enterprise) - **Mission**: To build an autonomous AI Scientist that exceeds human performance across life science domains, enabling faster and smarter drug discovery decisions ## Products & Services - **K Pro**: An AI agent connecting research and care, integrating biological large language models, multimodal patient data, and a decade of biomedical AI expertise. It continuously learns from real-world data and clinical validation, evolving toward fully automated R&D. - **Diagnostics (via spin-out Waiv)**: First-in-class AI diagnostics including: - **RlapsRisk® BC**: CE-marked prognostic risk profiling for breast cancer - **MSIntuit® CRC**: CE-marked MSI screening for colorectal cancer - **BRCAura RUO**: Research-use-only tool to predict germline BRCA1/2 mutations from HR+/HER2- breast cancer images ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed - **Key Metric**: $304 million total funding raised (from Sanofi, BMS, F-Prime Capital, Google Ventures, Bpifrance Large Ventures, among others) - **Notable Investors/Partners**: Sanofi (AI drug discovery deal), Bristol Myers Squibb (AI drug development), MSD (AI diagnostics), and a Scientific Advisory Board chaired by Prof. Miriam Merad, MD, PhD - **Growth Signals**: - Strategic deals with three of the top global biopharmas - 104 academic partners across Canada, USA, France, Germany, Spain - Publications in top journals (Nature Medicine, Nature Communications, Hepatology) - Team of 200+ (now 357 employees as of latest data) with 20+ PhDs and 23 nationalities ## Competitive Advantages - **Multimodal patient data network**: The world’s richest multimodal patient data network, trained and validated through a wet lab infrastructure and a global network of leading oncologists and biologists - **Autonomous AI Scientist vision**: K Pro is designed to achieve true causal understanding of disease, moving beyond pattern recognition to hypothesis generation and automated R&D - **Deep biopharma partnerships**: Strategic deals with top pharma (Sanofi, BMS, MSD) provide both funding and real-world validation - **Founder-led and scientifically robust**: Co-founded by a clinical oncologist and a machine learning professor; strong Scientific Advisory Board with high H-index KOLs ## Strategic Focus - **Current priorities**: Scaling K Pro as the one AI Scientist for biopharma R&D, expanding diagnostic spin-out Waiv, and deepening partnerships with top pharma companies - **Direction**: Achieving Biological Artificial Superintelligence – an autonomous, self-improving AI system capable of running large parts of drug discovery independently ## Why Work Here - **Culture**: Values curiosity, care, collaboration, and creativity. Described as a place for people who ask “why?”. Multidisciplinary team spanning machine learning, statistics, medicine, and biology. - **Remote/Hybrid/Office**: Flexible working options – office, hybrid, and remote. All-company offsites twice a year, regular team offsites, learning sessions, and internal hackathons. - **Perks**: - 35 days vacation plus public holidays - Minimum 16 weeks paid parental leave for primary caregivers, 8 weeks for secondary (gender-neutral) - Private healthcare coverage tailored to country - Opportunity to work from anywhere in the world for up to 4 weeks per year - **Team composition**: 357 employees, 23 nationalities, 45/55 female/male split (2022 Professional Equality Index score 93/100 in France), 20+ PhDs ## Sources 1. [Owkin.com](https://www.owkin.com/) 2. [Owkin About Us](https://www.owkin.com/about-us) 3. [Owkin Careers](https://www.owkin.com/careers) 4. [Owkin People](https://www.owkin.com/people) 5. 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