Technical Support Engineer

Boston, MA

Location

Boston, MA

Team

Customer Success & Support


 
Are you passionate about delighting your customers and helping them solve complex application issues? Are you the person who enjoys technical challenges and thrives to learn and develop skills beyond expectations? Then you are the right person to join our unique support team!
 
As a Technical Support Engineer, you provide premier support to a wide range of technical customers. Alongside the Support team you will use your expertise and knowledge to help solve application problems for our valued customers.  This position is full-time and based in our office in Boston.
 
Job Responsibilities
  • Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success 
  • Serves as the liaison between Rapid7 and the customer
  • Follows up, tests, and troubleshoots as necessary
  • Partners with development team on root cause analysis
  • Manages customers' issues and keeps them informed of progress
  • Interacts closely with various departments to provide first hand feedback from customers
  • Will work to a 9am-5pm shift pattern
 
Job Requirements
  • Experience in Technical Support or related experience 
  • We are looking for a standout colleague who thrives in a team environment
  • Passion for problem solving
  • Strong drive to look at challenges and help define solutions
  • Eagerness to learn and wiliness to share own knowledge
 
Technical Knowledge & Skills
  • Amazing social skills with a passion to solve customers' issues
  • Troubleshooting and understanding of network architecture 
  • Excellent problem solving and critical thinking
  • Fantastic verbal and written communication
  • Demonstrable command of administering multiple Operating systems (Linux, Windows, Mac OS…etc)
  • Understanding of TCP/IP, OSI, VLAN, DNS, NMAP, LDAP 
  • Proficiency with similar applications and Rapid7 products a plus
  
Rapid7 is a leading provider of security data and analytics solutions that enable organizations to implement an active, analytics-driven approach to cyber security. We combine our extensive experience in security data and analytics and deep insight into attacker behaviors and techniques to make sense of the wealth of data available to organizations about their IT environments and users. Our solutions empower organizations to prevent attacks by providing visibility into vulnerabilities and to rapidly detect compromises, respond to breaches, and correct the underlying causes of attacks. Rapid7 is trusted by more than 5,600 organizations across 100 countries, including 37% of the Fortune 1000. To learn more about Rapid7 or get involved in our threat research, visit www.rapid7.com.

 

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