fireworks - Customer Trust Specialist

London2d ago

In Office Mid EMEA Cloud Computing Artificial Intelligence Customer Support Specialist Prospecting GCP AWS Azure Governance Contract Review Close

Requirements

• 3 to 5 years of experience in customer-facing security, trust, or GRC roles: security assurance, customer trust, vendor security review, security-focused sales engineering, or similar. • Hands-on experience with security questionnaires and the customer security-review process across formats (CAIQ, SIG, custom spreadsheets, OneTrust and similar portals) and frameworks (SOC 2, ISO 27001, GDPR/UK GDPR, NIST). • Some exposure to contracts (DPAs, MSAs) and the ability to connect contract language to a company's actual security controls. • Strong written communication; you can turn a control requirement into a clear, accurate answer, and you know the difference between answering a question and over-answering it. • Working knowledge of cloud environments (AWS, GCP, or Azure) and SaaS architectures; comfortable discussing encryption, isolation, and data flows with technical buyers. • Interest in trust automation and AI-assisted tooling, with an understanding that automation needs guardrails. • A precise, detail-oriented mindset; you catch the answer that is almost right, and you treat a customer-facing representation as something that has to be true. • A collaborative, low-ego approach, and good judgment about when to escalate rather than answer. • Comfortable working with a US-based team, including some overlap with US Eastern hours. • Bonus: familiarity with AI/ML platforms, LLM inference, or AI governance concepts (zero data retention, content guardrails, EU AI Act).

Responsibilities

• Handle security questionnaires end to end: intake, drafting, review, and delivery for customer security assessments, RFPs, and vendor evaluations, in whatever format they arrive (OneTrust, spreadsheets, portals, email), pulling in Security, Legal, or Engineering when an answer needs it. • Operate our trust automation platform: use and help improve the system that generates answers from our governed knowledge base. Review output for accuracy, flag weak or incorrect answers, and help keep the guardrails from over-claiming. • Keep the knowledge base current: update answers as the platform, certifications, and control environment change; ingest new evidence (SOC 2, ISO 27001/27701/42001, HIPAA, penetration tests); and flag stale facts before they reach a customer. • Handle one-off customer requests: evidence requests, Trust Center access, point questions from account teams, and anything that doesn't fit a questionnaire but still shapes a customer's confidence. • Support customer calls: join prospect and customer calls alongside Sales and Solutions to field security, privacy, and AI-safety questions, especially for UK and EMEA customers. Partner with the sales team from intake through close. • Support contract reviews: work with Legal and Deal Desk on security and privacy terms in DPAs and MSAs, including UK GDPR and EU data-transfer questions; learn which positions are standard and which need escalation. • Keep the program honest: follow the standing rules that protect us and our customers: state only our standard position, never reference another customer's ask or situation, and escalate anything that needs Legal, Security, or Engineering sign-off. • Track program data: log knowledge-base gaps, recurring questions we can't answer well yet, and where automation is saving or costing time, and share findings with the team. • Help maintain public trust artifacts: keep the Trust Center, security whitepapers, and supporting evidence current and aligned with what we actually do.

Benefits

• Solve Hard Problems: Tackle challenges at the forefront of AI infrastructure, from low-latency inference to scalable model serving. • Build What’s Next: Work with bleeding-edge technology that impacts how businesses and developers harness AI globally. • Ownership & Impact: Join a fast-growing, passionate team where your work directly shapes the future of AI—no bureaucracy, just results. • Learn from the Best: Collaborate with world-class engineers and AI researchers who thrive on curiosity and innovation. • Fireworks AI is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all innovators.