Software Support Engineer
As one of the fastest growing software companies in North America (2,459% growth in the last five years), we're not only looking for the best and the brightest, but the most innovative and passionate people to join our team.
Rapid7 is the leading provider of unified vulnerability management solutions. Rapid7 NeXpose helps organizations to improve their security posture by providing actionable insights into the real threats from vulnerabilities across their entire IT infrastructure. More than 400 organizations such as Black & Decker, Trader Joe's, Florida State University, the New York Times, and the City of Philadelphia, continually rely on Rapid7 products and services to mitigate risk and remain compliant.
Rapid7 has been recognized with numerous industry accolades including the "Red Herring 100 Award", Info Security Products Guide "Tomorrow's Technology Today Award" Network Products Guide "Best Products and Services Award", Info Security Products Guide "Global Product Excellence Customer Trust Award", and a SC Magazine "Award Winner". Backed by Bain Capital, the Company is headquartered in Boston, Mass.
Position Overview
The Technical Support Engineer provides consistent world-class security, network, and product support to a wide range of security minded customers and enterprises. By serving as the primary liaison between the company and client, the support engineer resolves real-world business challenges by supporting cutting-edge vulnerability assessment software across complex, multi-faceted customer deployments. To this end, this security expert may be called upon on rare occasions to travel to customer sites. Ensuring customer feedback, suggestions, comments, and enhancements are properly channeled into product management and development is a key component of this position. Our support engineers possess excellent knowledge of security assessment, vulnerability management theory and penetration capabilities along with an unmatched drive and capacity to rapidly learn the newest technologies. Impeccable communication skills (verbal and written) channeled towards sustaining market leading customer loyalty are cornerstones of this role.
Responsibilities
- Understands client's business objectives and product impact and then applies technical and functional expertise over the telephone or electronically to timely resolve issue and ensure client business success.
- Keeps client well informed of how and when issues are resolved;
- Drives additional follow up, testing, and troubleshooting.
- Conveys customer feedback to product management and development staff;
- Promotes and maintains the highest quality, professional, and service-oriented image amongst the industry.
Education & Experience:
- Support experience: 4 – 10 years
- Industry: 5-20
Technical Knowledge & Skills:
- Knowledge of Rapid7 software applications used for testing, troubleshooting, and CRM;
- Analytical and technical thinking across multiple areas of responsibility;
- Capable of acting as team lead;
- Strong oral and written communication ;
- Outstanding presentation skills;
- Extensive Unix and networking understanding;
- Advanced knowledge of Networking (TCP/IP, OSI, VLAN, DNS, NMAP, LDAP);
- Network architecture and security troubleshooting;
- Understanding of J2EE architecture, Java programming experience preferred;
Additional Information
Location: El Segundo, CA
Education: Bachelors Degree in or related work experience equivalent preferred
