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Support Engineer
ReversingLabs
Customer Service
United States
Posted on Sunday, August 18, 2024
At ReversingLabs, our software supply chain security and threat intelligence solutions have become essential to advancing Cybersecurity maturity around the globe. We're on a journey to expand adoption and accelerate growth by hiring the top talent across the security industry.
Notable breaches such as SolarWinds, CircleCI and 3CX have elevated software supply chain security as a top initiative across every organization developing or purchasing software. Only ReversingLabs delivers the software package analysis speed and intelligence needed to protect against this critical area of risk.
Our vision is clear. Arming every company with end-to-end insights to ensure development releases securely, IT purchases safely, and the SOC can effectively detect, isolate and respond. We are seeking extraordinary talent for this game changing opportunity to help forge this transformational journey at ReversingLabs.
You, as the Technical Support Engineer (TSE) will support ReversingLabs customers along with other members of the cybersecurity technical support team. The (TSE) will work closely with our product management and development teams to be the voice of the customer. We are looking for a Technical Support Engineer that is hard working and committed to customer success. The Technical Support Engineer (TSE) should be comfortable living in both the Support and Engineering environments, translating internal “Engineering-speak” into a clear and concise language for the customer. The TSE will field queries via phone, email, text and web portal of the CRM solution. Queries will range in complexity from “how to” questions through involved debugging and malware analysis efforts. As a member of our Technical Support team, you will join a team of bright, fast-paced professionals. You’ll work in a cutting-edge cloud environment and malware analysis appliances that powers our company’s impressive growth. We are smart, innovative, ambitious, and are looking for people of the same fabric to join us.
Note - the ideal candidate will be within a commutable distance to our Cambridge, MA office.
What You Will Do
- Provide exceptional customer service while responding to email, phone and online requests for technical support
- Troubleshoot complex technical problems for remote customers
- Maintaining Confluence, documenting workarounds, solutions, best practices, white papers to share with support teams locally and worldwide
- Perform under SLA service quantity and quality KPIs, create periodic service reports for upper management
- Partner with Product, Engineering and Customer Success to provide the voice of the customer, identify the types of issues that generate the most support volume, and evolve the product to eliminate the highest support volume generators
- Manage communications about escalated issues internally and with customers
- Maintain an in depth technical knowledge of all ReversingLabs products
- Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
- Assist customers in the installation and deployment of ReversingLabs products and services
- Track and monitor all support cases to ensure timely resolution and follow-up
- Clearly identify, document, and find solutions for customer issues and product problems
- Escalate critical customer situations to the appropriate level of management and engineering expertise
- Develop and execute test scenarios to duplicate identified problems
- Create workaround procedures until permanent fixes can be put in place and remain engaged both internally and with customers to ensure issues are resolved in a timely manner
What We Are Looking For
- Working knowledge of Python, JSON and RESTful API’s; Go is a plus
- Experience with Linux, including supporting Linux-based applications
- Networking Experience; experience with acquiring and analyzing packet captures
- Experience in providing Technical Support to worldwide customers
- Proven expertise with SaaS solutions and Cloud technologies
- Possess a strong work ethic and team player mentality
- Ability to multitask, resourcefulness and flexibility for on-call rotation
- Pride of ownership around customer issues, strive to be part of the customer's success, with a professional proactive attitude
- Exceptional time management and organizational skills
- Excellent customer facing communication skills (verbal and written), ability to absorb customer’s complaints and insure them with productive handling of issues at hand
- BS/MS Degree in Business Administration/Computer Science or equivalent technical certifications