Technical Support Engineer

Australia - Melbourne


Australia - Melbourne


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 Melbourne.

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

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 

Preferred Qualifications:

  • Demonstrable command of administering Windows Server (AD, LDAP, DHCP)

  • Previous relevant certifications a plus (AWS, Azure, Google, CompTIA, Microsoft)

  • Familiarity with any programming language.(Ex: Python, C++, Java)

  • Understanding of log analysis methods (using regex to debug large log files)

  • Knowledge of Grafana, Kibana or other graphing tools

  • Experience with curl command or postman to interact with APIs 

  • Demonstrable usage of packet inspection, pcaps, wireshark, procmon

  • An understanding of Linux and MacOs

  • Familiarity with SSO technologies

  • Proficiency with similar applications and Rapid7 products a plus