ReversingLabs

As a Senior Customer Success Engineer, you will serve as the technical owner and trusted advisor for strategic customers, leading deployments and managing system health. Your role will focus on driving the adoption of ReversingLabs solutions to maximize security value and ensure a seamless customer experience. | Candidates should have proven experience supporting enterprise customers in a technical advisory role, ideally within cybersecurity. A bachelor's degree in a technical field and 6-8 years of relevant experience are required. | At ReversingLabs, our software supply chain security and threat intelligence solutions have become essential to advancing Cybersecurity maturity around the globe. We're on a journey to expand adoption and accelerate growth by hiring the top talent across the security industry. Notable breaches such as SolarWinds, CircleCI and 3CX have elevated software supply chain security as a top initiative across every organization developing or purchasing software. Only ReversingLabs delivers the software package analysis speed and intelligence needed to protect against this critical area of risk. Our vision is clear. Arming every company with end-to-end insights to ensure development releases securely, IT purchases safely, and the SOC can effectively detect, isolate and respond. We are seeking extraordinary talent for this game changing opportunity to help forge this transformational journey at ReversingLabs. As a Senior Customer Success Engineer (CSE), you will serve as the technical owner and trusted advisor for our most strategic customers. In this role, you’ll be deeply embedded in customer environments—leading deployments, proactively managing system health, and driving the adoption of ReversingLabs solutions to maximize security value. Your work will focus on delivering a seamless and impactful customer experience throughout the lifecycle. You will collaborate closely with Solution Architects and Account Executives to align technical outcomes with customer security goals, and play a critical role in expansion and renewal readiness. Additionally, you’ll serve as a conduit between customers and ReversingLabs Product and Engineering teams—capturing technical feedback, identifying product gaps, and influencing the roadmap based on frontline insight. What You Will Do Serve as the primary technical point of contact for assigned strategic accounts, leading all phases of the customer lifecycle from deployment to optimization. Drive onboarding and deployment efforts, ensuring technical go-live within defined SLAs and tailoring configurations to meet customer-specific requirements. Conduct regular technical reviews to assess system health, validate integrations, and provide proactive remediation guidance. Monitor product usage, identify adoption gaps, and lead enablement sessions to increase the use of licensed features and expand technical maturity. Partner with Customer Success Managers, Account Executives, and Solution Architects to align technical outcomes with strategic business goals. Lead or participate in QBRs and technical deep dives, providing data-backed insights on system performance, adoption metrics, and risk posture. Triage and resolve complex technical escalations, working cross-functionally with Support and Engineering as needed. Provide structured feedback to Product teams based on recurring customer needs, deployment challenges, and enhancement requests. Support expansion planning by validating technical readiness and providing architectural guidance for new use cases or modules. Maintain customer-specific technical documentation, including runbooks, architecture diagrams, and deployment artifacts. Participate in monthly syncs, health check cadences, and cross-functional reviews to ensure consistent engagement and visibility. Other duties as assigned What We Are Looking For Proven experience supporting enterprise customers in a technical advisory or TAM role, ideally within cybersecurity, application security, or software supply chain security domains Hands-on experience with application security tools, or threat detection platforms, including deployment, troubleshooting, and architecture guidance Strong ability to build technical trust and influence cross-functionally across Customer Success, Product, Support, and Sales teams Excellent communication and stakeholder management skills, including the ability to explain complex technical concepts to both practitioners and executives Demonstrated success in proactively identifying risks, driving adoption, and improving platform stability through structured technical engagement Experience leading technical QBRs, producing architecture diagrams, and maintaining customer-specific documentation Strong analytical and problem-solving skills with a data-driven mindset Bachelor's degree in a technical or related field 6–8 years of relevant experience in a customer-facing, technically hands-on role supporting large enterprise accounts Competitive compensation packages (base, bonus, and equity) HRA - RL covers your Medical deductible through reimbursements Employer paid dental, vision, disability & life insurance Voluntary Buy up Life Insurance for you and your dependents 401k: Traditional and Roth Flexible Spending Accounts (health & dependent) Flexible PTO-take time when you need it Quarterly (3 day) Wellness Weekends Access to Udemy Business for professional development and continuous learning across a wide range of courses Pet insurance Hospital Indemnity insurance and Accident insurance Employee Assistance Plan (EAP)- offering mental health, financial, and legal resources Remote Work Stipend to cover the cost of your internet and cell phone cost All employees receive a complimentary membership to the Calm app, promoting mental well-being, and stress reduction Volunteer Time allowance of 8 hours yearly to support the 501c of your choice Opportunities for advancement Innovative and collaborative work environment The base salary range for this role is influenced by several factors, including work location, job-related skills and experience, relevant education, training or certifications, and other business needs. For this position, the target base salary is $174,000 - $184,000. At ReversingLabs, we believe that cash salary is just one part of our Total Rewards package. We’re proud to offer a comprehensive benefits package that includes base salary, bonus, stock awards, and extensive healthcare coverage. Additionally, we provide quarterly wellness weekends, retirement savings options, an annual Calm membership, access to Udemy for training and growth development, parental leave, and much more. We look forward to sharing more details about our Total Rewards package during the recruitment process. ReversingLabs was founded in 2009 with the mission to offer the ultimate threat detection solutions. Our security products are used by some of the largest organizations in the world, including 2 of the top 3 banks, 4 of the top 6 software companies, and 2 of the top 6 insurance companies. We have been honored with numerous awards through the years including the 2023 Global InfoSec Award, 2022 CDM Global Infosec Awards, 2021 SC Media Trust Award for Best Threat Intelligence Technology, a 2020 Stevie Award, and the 2017 JPMorgan Chase Hall of Innovation Award for our truly unique malware and explainable threat intelligence products. Our pioneering technologies, exceptional products, and successful customer deployments also drove investments in ReversingLabs by some of the prominent investors in the world. With remote employees throughout the United States and England, and offices in Boston, United States and Zagreb, Croatia, ReversingLabs will continue to deliver groundbreaking innovation with top global talent. We are committed to an inclusive and diverse team. ReversingLabs is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ReversingLabs is an equal opportunity employer. Applicants only - Recruiting agencies, please do not contact.

As a Customer Success Engineer, you will serve as the primary technical advisor for enterprise customers, ensuring deployment success and technical adoption. You will proactively identify risks and optimize performance to deliver measurable security value. | Candidates should have 5-6 years of experience in a customer-facing technical role and hands-on experience with cybersecurity tools. Strong communication skills and the ability to build trusted relationships are essential. | At ReversingLabs, our software supply chain security and threat intelligence solutions have become essential to advancing Cybersecurity maturity around the globe. We're on a journey to expand adoption and accelerate growth by hiring the top talent across the security industry. Notable breaches such as SolarWinds, CircleCI and 3CX have elevated software supply chain security as a top initiative across every organization developing or purchasing software. Only ReversingLabs delivers the software package analysis speed and intelligence needed to protect against this critical area of risk. Our vision is clear. Arming every company with end-to-end insights to ensure development releases securely, IT purchases safely, and the SOC can effectively detect, isolate and respond. We are seeking extraordinary talent for this game changing opportunity to help forge this transformational journey at ReversingLabs. As a Customer Success Engineer (CSE), you will serve as the primary technical advisor for a portfolio of enterprise customers, owning deployment success, system health, and technical adoption throughout the customer lifecycle. You will work hands-on to ensure our solutions deliver measurable security value by proactively identifying risks, optimizing performance, and enabling deeper product usage. In this highly collaborative and customer-facing role, you’ll partner with Customer Success Managers, Solution Architects, Product, and Engineering teams to drive technical outcomes that support retention and expansion. Your strong technical foundation, clear communication, and proactive mindset will be critical to ensuring long-term customer success. What You Will Do Own technical onboarding and deployment, ensuring customers are configured correctly and reach time-to-value quickly Conduct regular technical reviews to assess system health, identify risks, and provide proactive optimization guidance Guide adoption and integration usage by sharing best practices, facilitating enablement sessions, and helping customers unlock the full value of licensed features Collaborate with Support and Engineering to troubleshoot technical issues, triage escalations, and ensure timely resolution Partner with Customer Success Managers and Account Executives to align technical progress with account goals and renewal readiness Maintain customer-specific technical documentation, including runbooks, architecture diagrams, and environment notes Participate in customer meetings and QBRs, providing insight into usage metrics, technical performance, and growth opportunities Collect and share structured customer feedback with Product and Engineering to inform roadmap decisions Travel to customer sites as needed (up to 5–10%; primarily remote) Other duties as assigned What We Are Looking For 5–6 years of experience in a customer-facing technical role, such as Customer Success Engineering, Technical Account Management, Solutions Engineering, or Support Engineering Hands-on experience deploying or supporting cybersecurity, application security, or software composition analysis (SCA) tools in enterprise environments Strong ability to communicate complex technical concepts clearly and effectively to both technical and non-technical stakeholders Proven success in building trusted customer relationships and collaborating across cross-functional teams including Product, Support, and Sales Skilled in troubleshooting technical issues, managing escalations, and driving resolution in live customer environments Experience conducting technical health checks, onboarding deployments, or usage enablement is a strong plus Bachelor’s degree in a technical field or equivalent practical experience Competitive compensation packages (base, bonus, and equity) HRA - RL covers your Medical deductible through reimbursements Employer paid dental, vision, disability & life insurance Voluntary Buy up Life Insurance for you and your dependents 401k: Traditional and Roth Flexible Spending Accounts (health & dependent) Flexible PTO-take time when you need it Quarterly (3 day) Wellness Weekends Access to Udemy Business for professional development and continuous learning across a wide range of courses Pet insurance Hospital Indemnity insurance and Accident insurance Employee Assistance Plan (EAP)- offering mental health, financial, and legal resources Remote Work Stipend to cover the cost of your internet and cell phone cost All employees receive a complimentary membership to the Calm app, promoting mental well-being, and stress reduction Volunteer Time allowance of 8 hours yearly to support the 501c of your choice Opportunities for advancement Innovative and collaborative work environment The base salary range for this role is influenced by several factors, including work location, job-related skills and experience, relevant education, training or certifications, and other business needs. For this position, the target base salary is $120,000 - $130,000. At ReversingLabs, we believe that cash salary is just one part of our Total Rewards package. We’re proud to offer a comprehensive benefits package that includes base salary, bonus, stock awards, and extensive healthcare coverage. Additionally, we provide quarterly wellness weekends, retirement savings options, an annual Calm membership, access to Udemy for training and growth development, parental leave, and much more. We look forward to sharing more details about our Total Rewards package during the recruitment process. ReversingLabs was founded in 2009 with the mission to offer the ultimate threat detection solutions. Our security products are used by some of the largest organizations in the world, including 2 of the top 3 banks, 4 of the top 6 software companies, and 2 of the top 6 insurance companies. We have been honored with numerous awards through the years including the 2023 Global InfoSec Award, 2022 CDM Global Infosec Awards, 2021 SC Media Trust Award for Best Threat Intelligence Technology, a 2020 Stevie Award, and the 2017 JPMorgan Chase Hall of Innovation Award for our truly unique malware and explainable threat intelligence products. Our pioneering technologies, exceptional products, and successful customer deployments also drove investments in ReversingLabs by some of the prominent investors in the world. With remote employees throughout the United States and England, and offices in Boston, United States and Zagreb, Croatia, ReversingLabs will continue to deliver groundbreaking innovation with top global talent. We are committed to an inclusive and diverse team. ReversingLabs is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ReversingLabs is an equal opportunity employer. Applicants only - Recruiting agencies, please do not contact.