Customer Support Engineer

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Reality Defender (YC W22)

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔐 Security

📱 Media

AI • Security • Media

Reality Defender is a company that provides multi-model and multimodal platforms for detecting AI-generated content. It offers services to enterprises, governments, and platforms to detect deepfakes and synthetic media across various modalities such as audio, video, images, and text. The solutions are designed to protect against the rapidly growing threat of AI-generated content used for fraud and disinformation. Reality Defender's tools are probabilistic, meaning they do not rely on watermarks or prior authentication to verify authenticity. The company focuses on industries like media, finance, and government to safeguard against AI-generated threats.

📋 Description

• 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

• 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

• 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