Support Engineer

ReversingLabs is a leader in software supply chain security and threat intelligence solutions. They are seeking a Support Engineer to provide exceptional customer service, troubleshoot complex technical problems, and collaborate with product management and engineering teams to ensure customer success.

Responsibilities:

• 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

Requirements:

• 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 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