Support Engineer

Role Overview

• 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

Tech Stack

• Cloud
• Linux
• Python
• Go

Benefits

• Base Salary: $89,000 – $99,000 plus performance-based bonus or commission (role-dependent), a comprehensive Total Rewards package and 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
• 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: because family comes in many forms 🐾
• Complimentary Calm app membership to support mindfulness, focus, and better sleep
• Flexible PTO: take the time you need to recharge and take care of what matters most
• Quarterly Wellness Weekends: company-wide 3-day breaks built into the year to truly rest and reboot.
• 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
• 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
• 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.