Job Description
Customer Support Engineer Role.
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
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.
Requirements
Who you are.
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.
Benefits
What we offer.
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