Technical Support Engineer worked in Python, JSON and RESTful API’s ,Linux environment

Technical Support Engineer

Cambridge, Massachusetts, United States.

As a Technical Support Engineer (TSE) you will support Reversing Labs customers along with other members of the cybersecurity technical support team. You will work closely with product management and development teams to be the voice of the customer. The TSE will field queries via phone, email, and web portal of the CRM solution, ranging from “how to” questions to involved debugging and malware analysis efforts.

• Provide exceptional customer service while responding to e‑mail, phone and online requests for technical support.
• Troubleshoot complex technical problems for remote customers using tools like Webex and Google Meet.
• Manage technical support Wiki recording workarounds, solutions, best practices, white papers to share with support teams locally and worldwide.
• Meet SLA service quantity and quality KPIs and create periodic service reports for higher management.
• Partner with Product and Engineering 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 with other staff and with customers.
• Maintain an in‑depth technical knowledge of all Reversing Labs products.
• Represent the customer to ensure serviceability and product quality issues are being tracked, prioritised, resolved, and incorporated into the product release cycle.
• Assist customers in the installation and deployment of Reversing Labs 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 while standard procedures have failed and remain engaged with customers to ensure issues are resolved in a timely fashion.

• Working knowledge of Python, JSON and RESTful APIs.
• Experience with Linux, including supporting Linux‑based applications.
• Networking experience; experience with acquiring and analysing packet captures.
• Experience providing technical support to worldwide customers.
• Excellent customer‑facing communication skills (verbal and written) in English.
• Proven expertise with SaaS solutions and cloud technologies.
• Strong work ethic and a team‑player mentality.
• Ability to multitask, resourcefulness, and flexibility for on‑call rotation.
• BS/MS Degree in Business Administration, Computer Science or equivalent technical certifications.
• Pride of ownership around customer issues, proactive attitude.
• Exceptional time‑management and organisational skills.

• Competitive salary and commission.
• Commuter benefits reimbursement.