Senior Technical Support Engineer with… at ReversingLabs · Cambridge

Company Description

We are growing! Find out why it is so very exciting to be a part of an industry leading threat detection and analysis solutions company. Join us addressing the latest generation of cyber-attacks in our growing technical support team Required: Working knowledge of Python, JSON and RESTful API’s.Linux Growth opportunity. Corporate located in Cambridge. Excellent collaborative team and supportive leadership. Strong compensation and benefits. Terrific office team culture.

File Reputation and Threat Intelligence - Instant Access to a repository with Curated Information on 8 Billion Goodware and Malware Files

Malware Analysis and Hunting - Combines Automated Analysis with Local and Global Intelligence to Uncover Threats Enterprise - Scale File Analysis - Comprehensive, High-Volume Analysis for Determining File Reputation at Massive Scale

We are enthused to provide more insights and information about the new growthopportunities on our Technical Support Engineering Team at ReversingLabs Computer & Network Security. Expose Unknown Malware Through Enterprise Class File Visibility. Play a huge part in providing technical support solutions and helping to build relationships. http://www.reversinglabs.com

Exciting new opportunity to be a part of an international team, we are growing, we are building world class cybersecurity virtual appliances. Our mission: To use our experience and expertise from the security world to provide state of the art solutions for organizations to protect all their digital assets.

Please find attached current opening. Please review and let me know what questions you might have. Objective is to provide more information and set up a call with our Director

I am looking forward to hearing back from you at your earliest.

Deborah Simonds

Deborah.simonds @ reversinglabs.com

Job Description

Technical Support Engineer

Cambridge, Massachusetts, United States

Deborah.simonds @ reversinglabs.com

DESCRIPTION

As a Technical Support Engineer (TSE) you 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 voice of the customer. We are looking for a Technical Support Engineer that is hard-working and committed to customer success. The Technical Support Engineer (TSE) should be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa. The TSE will field queries via phone, email 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. We are smart, innovative, ambitious, and are looking for people of the same cut to join us. This opportunity will be located at our beautiful new office in the startup hub of Cambridge, MA.

· 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 GoogleMeet

· 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, 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 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 when standard procedures have failed and remains engaged both internally and with customers to ensure issues are resolved in a timely fashion

Qualifications

· Working knowledge of Python, JSON and RESTful API’s

· 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

· Excellent customer facing communication skills (verbal and written) in the English language, ability to absorb customer’s complaints and calm them to productive handling of issues at hand

· 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

· BS/MS Degree in Business Administration/Computer Science or equivalent technical certifications

· 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

Additional Information

BENEFITS

· Competitive salary and commission

· Health, vision, dental, disability, life insurance

· 401K

· Commuter Benefits Reimbursement