Customer Trust Specialist

About the role

We're looking for a Customer Trust Specialist to own the customer-facing side of our trust program. Where our GRC team keeps the compliance engine running behind the scenes, you'll be the one customers actually interact with, turning our security, privacy, and AI-governance posture into answers that earn and keep trust. You'll own security questionnaires end to end, drive our trust automation platform, and represent the program on customer calls and in contract negotiations. This is a great fit for someone who knows the security-review process cold and wants to shape how a scaling AI company answers for its controls.

What you'll do

• Own security questionnaires end to end: intake, scoping, drafting, review, and delivery for customer security assessments, RFPs, and vendor evaluations across our enterprise pipeline, in whatever format they arrive (OneTrust, spreadsheets, portals, email).

• Run our trust automation platform: operate and improve the system that generates answers from our governed knowledge base, with deterministic guardrails that enforce accuracy, protect confidentiality, and never over-claim. You'll judge answer quality, tune retrieval, and keep the guardrails honest.

• Maintain the knowledge base as a living source of truth: keep answers current as the platform, contracts, certifications, and our control environment evolve; ingest new evidence (SOC 2, ISO 27001/27701/42001, HIPAA, penetration tests); and retire 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 does not fit a questionnaire but still shapes a customer's confidence.

• Join customer calls: represent the security and trust program on prospect and customer calls, fielding architecture, privacy, and AI-safety questions alongside Sales and Solutions; partner closely with the sales team from intake through close, so security and trust are embedded in the deal rather than a last-mile gate.

• Partner on contracts: work with Legal and Deal Desk on security, privacy, and AI terms in DPAs and MSAs; translate between a customer's redline and what our controls actually say; know which positions are standard and which need escalation.

• Keep the program honest: apply 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 before it leaves the building.

• Turn program data into action: track where the knowledge base gaps are, which questions we cannot yet answer well, and where automation is saving or costing time, and report that to leadership.

• Curate and maintain our public security and trust artifacts: keep the Trust Center, security whitepapers (including the Model Security and Safety Assurance whitepaper), and supporting evidence current and aligned with what we actually do; you are responsible for the external-facing story, not just the internal record behind it.

How the role will grow

As you build context on our platform and customers, you'll take on broader ownership of the trust program:

• Program growth: shape the direction of trust automation, where the engine should answer next, which frameworks and AI-assurance standards (ISO 42001, NIST AI RMF, EU AI Act) the knowledge base needs to cover, and how the program scales with deal volume.

• Cross-functional influence: work with Product, Engineering, Legal, and Sales to make our security and AI-safety posture a genuine differentiator rather than a checkbox.

• Mentorship: set the bar for answer quality and rigor for the team, and help build the playbook for how Fireworks earns customer trust as we grow.

What we're looking for

• 5 to 7 years of experience in customer-facing security, trust, or GRC roles: security assurance, customer trust, vendor security review, sales engineering with a security focus, or similar.

• Deep familiarity with security questionnaires and the customer security-review process, across formats (CAIQ, SIG, custom spreadsheets, OneTrust and similar portals) and frameworks (SOC 2, ISO 27001/27701/42001, HIPAA, GDPR, NIST).

• Comfort reading and discussing contracts (DPAs, MSAs, BAAs) and translating between a customer's legal language and a company's actual security posture.

• Strong written communication; you can turn a control requirement into a clear, accurate answer a customer trusts, and you know the difference between answering a question and over-answering it.

• Comfort with cloud environments (AWS, GCP, or Azure) and SaaS architectures; you can discuss multi-tenancy, isolation, encryption, and data flows credibly with a technical buyer.

• Experience with or strong interest in trust-automation and AI-assisted tooling; you are excited about a program that uses its own platform to answer for itself, and you understand 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, not just plausible.

• A collaborative, low-ego approach; you work across Legal, Sales, Engineering, and Security as a partner, and you know when to escalate rather than answer.

• Bonus: familiarity with AI/ML platforms, LLM inference, or AI governance concepts (model training data, zero data retention, content guardrails, EU AI Act).

Why Fireworks?

• Solve Hard Problems: Tackle challenges at the forefront of AI infrastructure, from low-latency inference to scalable model serving.