Customer Success Engineer

Summary

Join ReversingLabs as a Customer Success Engineer (CSE) and become the primary technical advisor for enterprise customers. You will own deployment success, system health, and technical adoption throughout the customer lifecycle, ensuring our solutions deliver measurable security value. This highly collaborative role involves partnering with various teams to drive technical outcomes supporting retention and expansion. Your strong technical foundation, communication skills, and proactive mindset are crucial for long-term customer success. You will handle technical onboarding and deployment, conduct regular technical reviews, guide adoption and integration, troubleshoot technical issues, and maintain customer documentation. Travel to customer sites may be required (up to 5-10%), but the role is primarily remote.

Requirements

• 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
• Bachelor’s degree in a technical field or equivalent practical experience

Responsibilities

• 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

Preferred Qualifications

Experience conducting technical health checks, onboarding deployments, or usage enablement is a strong plus

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