Customer Support Engineer

WHO WE ARE.

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 https://www.youtube.com/watch?v=TKOZmwyNUNM

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 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, incl...