Remote Customer Care Job at Reality Defender

Jobs Region Group; Northern (KY); Hybrid; USD 40,000 - 65,000; Full time

Benefits offered by this job

Equity compensation

Full health coverage

Dental coverage

Vision coverage

PTO 20 days

12 weeks parental leave

Bonus

Job summary

Reality Defender is seeking a Remote Customer Care Engineer to support enterprise, financial services, and government clients while integrating and running our deepfake detection platform. You will troubleshoot APIs, own tickets end-to-end, and collaborate with customer success and sales to secure renewals.

The role offers equity and comprehensive benefits, including health, dental, and vision plans, with core hours aligned to EU and US time zones.

Qualifications

• 2-4 years of experience in customer support, technical support, or customer success at a B2B SaaS or API-based company.

Responsibilities

• Serve as the primary point of contact for enterprise customers’ technical questions and API integration issues.
• Own support tickets end-to-end: triage, diagnose, escalate to engineering, and resolve.
• Support onboarding and implementation for new customers, including API setup and testing.
• Partner with customer success and sales to monitor account health and support renewals.
• Build and maintain internal documentation, FAQs, and troubleshooting runbooks.

Skills

Enterprise API support

Technical troubleshooting

Written and verbal communication

Experience with enterprise/financials

Job description

Remote Customer Care Job at Reality Defender

Reality Defender is a cybersecurity platform founded in 2021 that detects and flags deepfakes and AI-generated media across video, audio, images, and text. It uses multiple detection models to help enterprises, governments, and financial institutions prevent digital fraud, executive impersonation, and disinformation campaigns.

Reality Defender provides global employee benefits including full health coverage, 20 days of paid time off, and equity compensation. Key global perks feature 100% premium coverage for health, dental, and vision, plus 12 weeks of parental leave.

Individuals interested in the Customer Care Job at Reality Defender should review the job details, requirements, and application process provided below.

• Benefits: $40K – $65K | Offers Equity | Bonus

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, elevate 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.

• 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.

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