Technical Support Engineer/ Working knowledge of Python, JSON and RESTful API’s ,Linux environment

Technical Support Engineer/ Working knowledge of Python, JSON and RESTful API’s,Linux environment Full‑time position within the Technical Support team at ReversingLabs. Responsibilities 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 such as Webex and Google Meet Manage the technical support Wiki, recording workarounds, solutions, best practices and white papers to share with support teams locally and worldwide Meet SLA service quantity and quality KPIs, creating periodic service reports for higher management Partner with Product and Engineering to provide the voice of the customer, identifying the types of issues that generate the most support volume and evolving the product to eliminate high‑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 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, remaining engaged 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 English, with the ability to absorb customer complaints and calm them to productive handling of issues 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, striving to be part of the customer's success with a professional proactive attitude Exceptional time‑management and organizational skills Benefits Competitive salary and commission Commuter benefits reimbursement Job Location Cambridge, Massachusetts, United States #J-18808-Ljbffr ReversingLabs