Support Engineer

ReversingLabs Inc.; United States; Remote; USD 89,000 - 99,000; Full time

Benefits offered by this job

401(k) with Traditional and Roth

Flexible PTO

Remote work stipend

Udemy Business access

Career development

Best Workplace recognition

Job summary

ReversingLabs, a leading cybersecurity company, is seeking a Technical Support Engineer (TSE) to support customers in a remote-first, US-based role. You will bridge the gap between engineering and customers, handling complex queries, debugging and malware analysis tasks in a cloud environment.

Ideal candidates have 3+ years in L3/L4 support, strong Python/JSON/RESTful API skills, Linux experience, and excellent communication.

Qualifications

• BS/MS Degree in Computer Science or equivalent technical certifications.
• Experience with Linux-based applications and Linux administration.
• Networking experience including packet captures analysis.
• 3+ years in L3/L4 technical support resolving complex issues.
• Experience with SaaS and Cloud technologies.
• Excellent written and verbal communication skills.
• Willingness to participate in on-call rotation.

Responsibilities

• Provide exceptional customer service via email, phone and online requests for technical support.
• Troubleshoot complex technical problems for remote customers.
• Document workarounds and solutions in Confluence and share best practices.
• Operate under SLA KPIs and create periodic service reports for management.
• Collaborate with Product, Engineering and Customer Success to voice customer needs.
• Escalate critical issues to management and engineering when needed.
• Install and deploy ReversingLabs products and services at customer sites.
• Track and monitor all support cases to ensure timely resolution.

Skills

Python

JSON

RESTful APIs

Go

Linux

Networking

SaaS

Cloud tech

Education

BS in Computer Science

MS in Computer Science

Equivalent certifications

Tools

Confluence

Job description

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 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.

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
• Substantial prior experience in L3 and L4 technical support, demonstrating expertise in resolving complex issues and providing high‑level technical solutions
• Experience in providing Technical Support to worldwide customersProven 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

Benefits & Perks

• Compensation & Financial Security

  A competitive compensation package, including base salary and performance‑based bonus or commission (role‑dependent), as well as equity, so you share in the success you help build

• 401(k) with both Traditional and Roth options to support your long‑term financial goals
• Flexible Spending Accounts (Health Care & Dependent Care) to help maximize tax savings
• Health & Well‑Being

  Exceptional medical coverage, ReversingLabs covers nearly 90% of premiums across all coverage levels, significantly reducing out of pocket costs

• Health Reimbursement Arrangement (HRA)

  we reimburse your medical deductible, providing an extra layer of financial protection and peace of mind

• 100 % Employer‑paid dental, vision, disability, and life insurance
• Voluntary benefits including life insurance, Hospital Indemnity, and Accident coverage for added flexibility and protection
• Pet insurance
• Complimentary Calm app membership to support mindfulness, focus, and better sleep
• Work‑Life Balance & Flexibility

  Flexible PTO

  Quarterly Wellness Weekends

  Remote work stipend to help offset internet and cell phone expenses

  Volunteer Time Allowance 8 paid hours annually to support a 501(c)(3) organization you care about

• Growth, Learning & Culture

  Continuous learning and development with full access to Udemy Business

  Clear paths for advancement, internal mobility, and ongoing career development

  A collaborative, innovative, and remote‑first environment where your work has real impact

• Workplace Recognition

  ReversingLabs is proud to be recognized as a Best Workplace by Inc. (2025) and a Best Place to Work by Built In (2025 & 2026) across multiple categories. Reflecting our commitment to building a workplace where people feel valued, supported, and empowered to grow.

• Base salary range for this role is $89K to $99K.
• We look forward to sharing more details about our Total Rewards package during the recruitment process.

About ReversingLabs

ReversingLabs was founded in 2009 with the mission to offer the ultimate threat detection solutions. Our security products are used by some of the largest organizations in the world, including 2 of the top 3 banks, 4 of the top 6 software companies, and 2 of the top 6 insurance companies. We have been honored with numerous awards through the years including the 2023 Global InfoSec Award, 2022 CDM Global Infosec Awards, 2021 SC Media Trust Award for Best Threat Intelligence Technology, a 2020 Stevie Award, and the 2017 JPMorgan Chase Hall of Innovation Award for our truly unique malware and explainable threat intelligence products.

With remote employees throughout the United States and England, and offices in Boston, United States and Zagreb, Croatia, ReversingLabs will continue to deliver groundbreaking innovation with top global talent.

We are committed to an inclusive and diverse team. ReversingLabs is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. ReversingLabs is an equal opportunity employer.