[Remote] Senior Customer Success Engineer
Note: The job is a remote job and is open to candidates in USA. ReversingLabs is a company focused on software supply chain security and threat intelligence solutions, aiming to enhance cybersecurity maturity globally. The Senior Customer Success Engineer will act as a technical owner for strategic customers, leading deployments and managing system health to maximize the security value of ReversingLabs solutions.
Responsibilities
- 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
Skills
- 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
Benefits
- Performance-based bonus or commission (role-dependent)
- A comprehensive Total Rewards package and equity so you share in the success you help build
- 401(k) with both Traditional and Roth options to support your long-term financial goals
- Flexible Spending Accounts (Health Care & Dependent Care) to help maximize tax savings
- Exceptional medical coverage, ReversingLabs covers nearly 90% of premiums across all coverage levels, significantly reducing out of pocket costs
- Health Reimbursement Arrangement (HRA){{{{:}}}} we reimburse your medical deductible, providing an extra layer of financial protection and peace of mind
- 100 % Employer-paid dental, vision, disability, and life insurance
- Voluntary benefits including life insurance, Hospital Indemnity, and Accident coverage for added flexibility and protection
- Pet insurance, because family comes in many forms 🐾
- Complimentary Calm app membership to support mindfulness, focus, and better sleep
- Flexible PTO, take the time you need to recharge and take care of what matters most
- Quarterly Wellness Weekends, company-wide 3-day breaks built into the year to truly rest and reboot
- Remote work stipend to help offset internet and cell phone expenses
- Volunteer Time Allowance, 8 paid hours annually to support a 501(c)(3) organization you care about
- Continuous learning and development with full access to Udemy Business
- Clear paths for advancement, internal mobility, and ongoing career development
- A collaborative, innovative, and remote-first environment where your work has real impact
- ReversingLabs is proud to be recognized as a Best Workplace by Inc. (2025) and a Best Place to Work by Built In (2025 & 2026) across multiple categories. Reflecting our commitment to building a workplace where people feel valued, supported, and empowered to grow
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