Customer Success Engineer

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

Benefits

• 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.