Customer Support Engineer

Reality Defender is an award-winning cybersecurity company helping enterprises and governments detect deepfakes and AI-generated media. Utilizing a patented multi-model approach, Reality Defender is robust against the bleeding edge of generative platforms producing video, audio, imagery, and text media. Reality Defender's API-first deepfake detection platform empowers teams and developers alike to identify fraud, disinformation campaigns, and harmful deepfakes in real time.

Backed by world class investors including DCVC, Illuminate Financial, Y Combinator, Booz Allen Hamilton, IBM, Accenture, Rackhouse, and Argon VC, Reality Defender works with leading enterprise clients, financial institutions, and governments in order to ensure AI-generated media is not used for malicious purposes.

Youtube: Reality Defender Wins RSA Most Innovative Startup

As a Customer Support Engineer, you'll be the primary technical point of contact for our enterprise, financial services, and government customers as they integrate and run Reality Defender's deepfake detection platform day to day. This role combines practical technical troubleshooting with customer success responsibilities: you will resolve issues while also building relationships and increasing account visibility to ensure our customers remain successful and continue to renew.

This role can be based remotely, supporting customers across European time zones alongside our existing US-based team, with core support hours of 6am-12pm Eastern Standard Time.

Responsibilities include, but are not limited to:

• Serve as the primary point of contact for enterprise customers' day-to-day technical questions, troubleshooting, and API integration issues.

• Own support tickets end-to-end: triage, diagnose, escalate to engineering when needed, and follow through until resolved.

• Support onboarding and implementation for new customers, including API setup, configuration, and integration testing.

• Partner with customer success and sales to monitor account health, flag risk early, and bring technical credibility to renewal and expansion conversations.

• Build and maintain internal documentation, FAQs, and troubleshooting runbooks to reduce repeat tickets and speed up resolution.

• Relay recurring customer feedback and technical pain points to product and engineering to inform the roadmap.

• Track support metrics (response time, resolution time, CSAT) and flag trends that need attention.

• 2-4 years of experience in customer support, technical support, or customer success at a B2B SaaS or API-based company.

• Comfortable with technical troubleshooting (APIs, integrations, logs) as well as owning the relationship side of an account.

• Strong written and verbal communication skills, able to translate technical detail for both engineers and business stakeholders.

• Experience supporting enterprise, financial services, or public sector customers is a plus.

• Based in Europe, able to support customers across European business hours.

Reality Defender offers the following benefits to all our employees, regardless of location:

• Healthcare plans with 100% premium coverage for employees and partial coverage available for dependents

• Dental and Vision plans with 100% premium coverage for employees and their dependents

• Short/Long-term disability and life insurance plans with 100% premium coverage for employees

• FSA/HSA and 401k programs

• Equity compensation

• 20 days of PTO per year

• 12 weeks of Parental Leave

• Learning and Development budget

• Monthly wellness benefits

• Annual company-sponsored offsite