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Customer Support

Austin, TX

About the Company

 

At Future Secure AI, we're building something genuinely new — and we're looking for people bold enough to build it with us. We work at the frontier of AI, tackling big, real-world problems for global enterprises across multiple industries, armed with state-of-the-art technology and a culture that prizes courage, rigor, and relentless curiosity. Our BRAVER values aren't just words on a wall — they describe the kind of people we are and the standard we hold ourselves to every day. Our leadership team is entrepreneurial, experienced, and accessible, with an open-door policy that means you'll never be just a number here. We invest seriously in your growth because we know our success depends on yours. If you're ready to work alongside some of the brightest minds in the industry, push into uncharted territory, and do work that genuinely matters, Future Secure AI is the place for you.

The Opportunity

We're seeking a passionate and technically sharp Customer Support Engineer to join our growing Headquarters. As a Customer Support Engineer, you'll be a key point of contact for our customers, providing technical assistance, troubleshooting complex issues, and advocating for their needs within FutureSecure. You’ll be working directly with users of our platform, assisting with onboarding, debugging, and understanding platform capabilities. This role is ideal for someone who thrives on problem-solving, loves helping others, and is excited about the intersection of AI and security. You'll play a crucial role in shaping our customer experience and providing valuable feedback to our product and engineering teams.

Responsibilities

  • Technical Troubleshooting: Diagnose and resolve complex technical issues related to our AI security platform, working directly with customers via email, chat, and occasionally screen sharing.
  • Customer Onboarding & Education: Guide new customers through the onboarding process, ensuring a smooth and successful experience. Create and maintain helpful documentation and tutorials.
  • Escalation Management: Effectively escalate and track complex issues to engineering and product teams, providing clear and concise information to facilitate resolution.
  • Platform Expertise: Develop a deep understanding of our AI security platform's architecture, functionality, and limitations. Become a go-to resource for both customers and internal teams.
  • Feedback Loop: Actively gather customer feedback and translate it into actionable insights for product development and engineering improvements. Be a champion for the customer's voice.
  • Proactive Support: Identify potential issues and proactively reach out to customers to offer assistance and prevent problems.
  • Collaboration: Partner closely with Sales, Engineering, and Product teams to ensure a seamless customer experience.
  • Documentation: Contribute to the creation and maintenance of knowledge base articles, FAQs, and other support documentation.
  • Incident Response: Participate in incident response processes to quickly resolve critical issues affecting our customers.

Qualifications

Required:

  • Technical Aptitude: Strong understanding of software development principles, networking concepts, and cloud computing environments (e.g., AWS, Azure, GCP).
  • Problem-Solving Skills: Excellent analytical and troubleshooting skills with a proven ability to diagnose and resolve complex technical issues.
  • Communication Skills: Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
  • Customer Focus: A genuine desire to help customers succeed and a commitment to providing outstanding customer service.
  • Experience: 2+ years of experience in a customer support, technical support, or similar role, ideally in a SaaS environment.
  • Familiarity: Experience with ticketing systems (e.g., Zendesk, Jira Service Management).
  • Linux/Command Line: Comfortable working with Linux and using the command line.

Preferred:

  • AI/ML Knowledge: Familiarity with AI/ML concepts, technologies, and workflows is a significant plus. Understanding of security considerations in AI/ML pipelines is highly valued.
  • Security Background: Experience with cybersecurity concepts, tools, and techniques. Understanding of common security threats and vulnerabilities.
  • Programming Skills: Basic programming skills in a language like Python, JavaScript, or similar.
  • Scripting: Experience with scripting languages for automation.
  • Cloud Certifications: Relevant cloud certifications (e.g., AWS Certified Cloud Practitioner, Azure Fundamentals).
  • Docker/Kubernetes: Familiarity with containerization technologies like Docker and orchestration platforms like Kubernetes.

Why Join Us?

  • A high-performance culture
  • State-of-the-art technology
  • Experience world-class leadership
  • Scale of impact and purpose
  • A competitive salary and a huge growth trajectory
  • Work with the best in the industry
  • Flexible work environment
  • Diversity and creativity


Disclaimer: We do not wish to be contacted by recruitment agencies. Our hiring process is managed in-house and the best way for candidates to express interest is by applying with your resume through our company website.

Future Secure AI Privacy Policy

At Future Secure AI, we are committed to protecting your privacy and adhering to the principles of the General Data Protection Regulation (GDPR) and the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). Our Privacy Policy outlines how we collect, use, share, and protect your personal data when you visit our website at www.futuresecure.ai (the "Website") and use our services. 

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