Technical Support Engineer - Cloud Security & Malware

ReversingLabs; 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

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.