Senior Technical Support Engineer with working knowledge in Python, JSON and RES

Senior Technical Support Engineer – Python, JSON, RESTful APIs, Linux
Full‑time position in Cambridge, Massachusetts, United States.

Responsibilities

Provide exceptional customer service via email, phone, and Web portal for ReversingLabs customers.

Troubleshoot complex technical problems for remote customers using Webex and Google Meet.

Maintain a technical support Wiki, recording workarounds, solutions, best practices, and white papers.

Meet SLA service quantity and quality KPIs and create periodic service reports for higher management.

Partner with Product and Engineering teams to advocate for the customer, identify high‑volume issues, and drive product improvements.

Communicate escalated issues with staff and customers.

Maintain in‑depth technical knowledge of all ReversingLabs products.

Advocate for customers to ensure serviceability and product quality issues are tracked, prioritized, and resolved in the release cycle.

Assist customers with installation and deployment of ReversingLabs products and services.

Track and monitor all support cases to ensure timely resolution and follow‑up.

Identify, document, and resolve customer issues and product problems.

Escalate critical customer situations to the appropriate level of management and engineering expertise.

Develop and execute test scenarios to reproduce identified problems.

Create workaround procedures when standard procedures fail, remaining engaged with customers to resolve issues promptly.

Qualifications

Working knowledge of Python, JSON, and RESTful APIs.

Experience with Linux, supporting Linux‑based applications.

Networking experience, including acquisition and analysis of packet captures.

Experience providing technical support to worldwide customers.

Excellent customer-facing communication skills in English.

Proven expertise with SaaS solutions and cloud technologies.

Strong work ethic, team‑player mentality.

Ability to multitask, resourceful, flexible for on‑call rotation.

BS/MS in Business Administration, Computer Science, or equivalent technical certifications.

Ownership of customer issues, proactive attitude toward customer success.

Exceptional time‑management and organizational skills.

Benefits

Competitive salary and commission.

Commuter benefits reimbursement.

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