Support Engineer

4 hours, 6 minutes ago
Full-time
Senior
Customer and Technical Support
ReversingLabs

ReversingLabs

ReversingLabs offers cutting-edge Software Supply Chain Security solutions, empowering Dev and SOC teams to detect and mitigate sophisticated cyber threats with their Titanium Platform.

Internet Software & Services
251-1K
Founded 2009
$81M raised

Description

  • Provide technical support to customers via email, phone, text, and web portal inquiries.
  • Troubleshoot complex technical issues for remote customers, including debugging and malware analysis.
  • Document workarounds, solutions, best practices, and white papers in Confluence for internal and global support teams.
  • Track, monitor, and follow up on support cases to ensure timely resolution.
  • Manage communications on escalated issues with customers and internal stakeholders.
  • Partner with Product, Engineering, and Customer Success to surface customer pain points and improve the product.
  • Represent customer issues so serviceability and product quality problems are tracked, prioritized, and addressed in the release cycle.
  • Assist customers with installation and deployment of ReversingLabs products and services.
  • Develop and execute test scenarios to reproduce identified problems.
  • Create workaround procedures until permanent fixes are available and remain engaged until issues are resolved.

Requirements

  • Working knowledge of Python, JSON, and RESTful APIs; Go is a plus.
  • Experience with Linux, including supporting Linux-based applications.
  • Networking experience, including acquiring and analyzing packet captures.
  • Substantial prior experience in L3 and L4 technical support.
  • Experience supporting worldwide customers.
  • Proven experience with SaaS solutions and cloud technologies.
  • Strong work ethic with a team-player mindset.
  • Ability to multitask, be resourceful, and adapt to on-call rotation.
  • Excellent customer-facing communication skills, both verbal and written.
  • BS/MS degree in Business Administration, Computer Science, or equivalent technical certifications.

Benefits

  • Base salary of $89,000–$99,000 plus performance-based bonus or commission, depending on the role.
  • Comprehensive total rewards package with equity.
  • 401(k) with Traditional and Roth options.
  • Flexible Spending Accounts for health care and dependent care.
  • Exceptional medical coverage with ReversingLabs covering nearly 90% of premiums.
  • Health Reimbursement Arrangement to help reimburse medical deductibles.
  • 100% employer-paid dental, vision, disability, and life insurance.
  • Flexible PTO plus quarterly Wellness Weekends and a remote work stipend.
  • Access to Udemy Business, internal mobility opportunities, and ongoing career development.
  • Volunteer Time Allowance of 8 paid hours annually.
  • Complimentary Calm app membership and pet insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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