Customer Support Engineer (Cybersecurity)

TL;DR

Customer Support Engineer (Cybersecurity): Serving as the primary technical point of contact for enterprise and government clients integrating deepfake detection platforms with an accent on API troubleshooting and technical issue resolution. Focus on building strong customer relationships, managing support tickets, and bridging the gap between technical pain points and product development.

Location: Must be based in Europe and able to support customers across European business hours.

Compensation: $40,000 – $65,000 + Equity + Bonus

Company

An award-winning cybersecurity startup providing a patented, API-first platform to detect deepfakes and AI-generated media for enterprises and governments.

What you will do

• Serve as the primary technical contact for enterprise customers regarding API integrations and platform usage.
• Own support tickets from diagnosis to resolution, escalating to engineering when necessary.
• Guide new customers through onboarding, API setup, and integration testing.
• Collaborate with sales and customer success to monitor account health and support renewal conversations.
• Develop internal documentation, FAQs, and runbooks to optimize support efficiency.
• Translate customer feedback into actionable insights for the product and engineering teams.

Requirements

• Must be based in Europe and available during European business hours.
• 2-4 years of experience in technical support or customer success within a B2B SaaS or API-based environment.
• Proficiency in technical troubleshooting, including working with APIs, integrations, and logs.
• Strong communication skills capable of bridging technical details for both engineering and business stakeholders.

Nice to have

• Experience supporting enterprise, financial services, or public sector clients.

Culture & Benefits

• Comprehensive healthcare, dental, and vision plans with 100% premium coverage.
• Disability and life insurance coverage.
• FSA/HSA and 401k programs.
• 20 days of PTO per year and 12 weeks of parental leave.
• Learning and development budget with monthly wellness benefits.
• Annual company-sponsored offsite.