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

This job is no longer accepting applications

See open jobs at ReversingLabs.See open jobs similar to "Support Engineer" Forgepoint Capital.

See more open positions at ReversingLabs

Privacy policy Cookie policy