Job Title: Customer Support Engineer

Location: Remote, or Seattle, WA

Company: Protect AI

Company Overview: At Protect AI, we specialize in securing AI systems and machine learning models, ensuring that our customers can trust their AI applications. Our products, including Guardian, Layer, and Recon, provide robust AI security solutions tailored to a wide range of industries.

Role Summary: The Customer Support Engineer at Protect AI will be responsible for providing technical guidance and issue resolution to customers in their production deployments. This role requires technical understanding of Kubernetes, AI, cybersecurity, and customer engagement.

Key Responsibilities and Duties:

• Forge and maintain strong relationships with customers, becoming a trusted advisor on AI security and our product deployments.

• Provide exceptional support to customers. Diagnose, reproduce, and resolve issues related to our AI security platform.

• Collaborate with Customer Support Managers and the Solutions Engineering team to ensure customers have a successful post-sales journey.

• Create and maintain knowledge base articles, runbooks, technical documentation, and best practices guides to empower customers and reduce support inquiries.

KPIs and OKRs:

• Maintenance of high Customer Satisfaction (CSAT) scores by delivering exceptional customer support. Achieve high scores in technical support satisfaction surveys and contribute to customer retention and renewal rates.

• Technical Issue Resolution Time: Minimize downtime by reducing the average resolution time for technical issues.

• System Performance Improvement: Track improvements in system performance and security post-implementation.

Ideal Background Requirements:

• 3+ years experience in customer success or related technical fields within the cybersecurity or AI industries.

• Knowledge of maintaining and troubleshooting Kubernetes applications.

• Experience with On-Premesis and cloud platforms (AWS, Azure, GCP)

• Strong technical and analytical skills, capable of understanding and solving complex customer challenges.

• Bachelor’s degree in Computer Science, Engineering, Cybersecurity, or a related technical field; relevant technical certifications are preferred.

Equal Employment Opportunity Statement:

Protect AI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Contact us if you need assistance or an accommodation due to a disability. All employment is decided based on qualifications, merit, and business need.

Salary Range: $140,000 to $220,000 based on qualifications and background experience