Customer Support Engineer, Reality Defender
$40-65k
Offers equity and bonus
Enterprise-grade deepfake detection
Be an early applicant
Enterprise-grade deepfake detection
21-100 employees
Be an early applicant
$40-65k
Offers equity and bonus
21-100 employees
Company mission
To help companies, governments, and journalists determine if media is real or fake, focusing on audio, video and image manipulation.
Role
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
What the job involves
- 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 is based in Europe, supporting customers across European time zones alongside our existing US-based team
- 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
Our take
Reality Defender was born out of The AI Foundation to help protect the 2020 US Elections from the threat of deepfakes. It officially launched as a company in 2021, based in New York. Today there continues to be a genuine issue where the public cannot decipher what is true or false online due to the existence of easily-created deepfakes.
Reality Defender's platform empowers enterprises to highlight and flag fraudulent users and content found online. Its API and app also provide risk scoring, reporting, and forensics review.
Reality Defender was selected as part of Y Combinator’s 2022 batch, the same backing received by Monzo, Airbnb and Stripe in their early days. This backing, paired with the founding team’s experience of over twenty years at Google, Goldman Sachs, and the Intelligence Community, as well as its 2023 award win, has worked well for this early-stage startup.
Freddie
Company Specialist at Welcome to the Jungle
Company
Company 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
Company HQ
Manhattan, New York, NY
Leadership
Gaurav Bharaj
(Co-Founder & Advisor)Previously the Chief Science Officer at Flawless, the Vice President of Research for The AI Foundation and a Senior Researcher for Technicolor.
Ali Shahriyari
(Co-Founder & Advisor)Previously acted as the Director of Product for The AI Foundation and as a Vice President for Originate.
Ben Colman
(Co-Founder & CEO)Co-founded PlaceAVote. Previously acted as NYC Lead for Xoogler.co, CEO for Convertix, and Vice President for Goldman Sachs.
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