Senior Technical Support Engineer

US - MA - Boston


US - MA - Boston


Customer Success & Support

Rapid7 is looking for a self-starting, action-oriented, and highly motivated Senior Technical Support Engineer to join our team. The team's mission is to ensure our customers realize the full business value from their vulnerability management program. As a Senior Technical Support Engineer, you will be teaming with the Technical Account Management team managing the technical relationship between Rapid7 and its large enterprise and federal customers. As a Senior Technical Support Engineer you will provide premier support to our customers by leveraging their strong technical and product knowledge to guide customers in the successful deployment and use of Rapid7 products within their respective organizations. Successful candidates will have an excellent technical and security software foundation, as well as account management experience.

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

  • Conduct in-depth analysis including but not limited to reviewing code for potential defects and partners with the Development team when necessary

  • Manages customers' issues until the final resolution and keeps them informed of progress

  • Interacts closely with various departments to provide first-hand feedback from customers

  • Replicates  internally customer's issues as part of standard investigation 

  • Manages customer expectations and provides adhoc training to customers on product usage, deployment and configuration

  • Expertly handles escalated customers

  • Seeks to understand the business impact an issue may have to a customer 

Job Requirements:

  • BS/MS in Computer Science (or equivalent experience)

  • 5+ years of Technical Support or related experience in Professional Services or Sustaining Engineering

  • We are looking for a standout colleague who thrives in a team environment

  • 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

  • Advanced understanding of enterprise network architecture 

  • Excellent knowledge of security and vulnerability management

  • Excellent problem solving and critical thinking

  • Fantastic verbal and written communication

  • Demonstrable command of administering multiple Operating systems (Linux, Windows, Mac OS…etc)

  • Advanced Knowledge of TCP/IP, OSI, VLAN, DNS, NMAP, LDAP 

  • Proficiency with security applications and Rapid7 products a plus

  • CCNA and/or Security + certified preferable ( or related Network/Security certifications )

  • Ability and experience reading and understanding code (Java, Python, Ruby or similar language)

  • Experience in both Linux and Windows OS administration (including Proficient with Unix / Linux /OSX command line and tools)