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.

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.

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

Reality Defender (YC W22)

Open Positions (1)