realitydefender - Customer Support Engineer

• 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. • 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.