Support Engineer, ReversingLabs
+ Bonus and Equity
More information about location
Threat intelligence solution
Job no longer available
Threat intelligence solution
201-500 employees
Job no longer available
+ Bonus and Equity
More information about location
201-500 employees
Company mission
To analyze and secure every enterprise software package, container and file, at the speed of business.
Role
Who you are
- We are looking for a Technical Support Engineer that is hard working and committed to customer success
- We are smart, innovative, ambitious, and are looking for people of the same fabric to join us
- 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
- 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
What the job involves
- You, as the Technical 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
- 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
- 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
Our take
In the world of cybersecurity, a good offense makes for a good defense. Active malware detection programs can greatly improve threat detection and elimination, saving time and money. ReversingLabs offers unprecedented threat detection and analysis to combat the latest intelligent cyber attacks.
ReversingLabs' active decomposition technology allows a full-scale analysis of all incoming content to identify any potential threats. Users can verify the software supply chain, hunt malware threats continuously, and prevent phishing and email attacks. The company's approach to actively combating malware attacks has attracted a variety of big-name customers, including Cisco, JPMorgan and Motorola.
ReversingLabs has garnered impressive amounts of funding to date, allowing it to advance within the rapidly growing cybersecurity market. With the cybersecurity industry needing to accommodate limited security budgets while providing scalable, agile and efficient security features, ReversingLabs joins competitors TDi Technologies, Claroty and Lastline in developing effective, future-proof platforms.
Freddie
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Aug 2021
$56m
SERIES B
Apr 2020
$10m
SERIES A
Total funding: $91m
Company benefits
- Paid vacation and sick leave
- On-the-job training, tech talks, personal training and development
- Flexible work schedule
- Free snacks and beverages
- Commuter benefits
- Employee referral bonus program
- Company events & activities
- Medical with deductible reimbursements
- Employer paid dental, vision, disability & life insurance
- 401k
- Flexible Spending Accounts (health & dependent)
- Quarterly (3 day) Wellness Weekends
- Pet insurance
- Opportunities for advancement
- Innovative and collaborative work environment
Company HQ
Kendall Square, Cambridge, MA
Leadership
Mario Vuksan
(Founder & CEO)Mario worked as a Software Engineer for 4 years before spending almost 5 years at Groove Networks. They spent over 3 years at Bit9, leaving their Director of Research position in December 2008 to found ReversingLabs the following month.
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