Customer Support Advisor - SOAR

US - Remote

Location(s)

US - Remote

Team(s)

Customer Success & Support


Want to work on the next cutting edge technology in cyber security? Want to help define the customer experience for a product in a brand new market category? Come join our team!

As security gets more complex and the number of technology solutions customers need to interface with continues to grow, one thing has become clear - cyber security operations need automation. In order to continue to stay relevant and effective in the face of increasingly sophisticated cyber threats and attacks companies must start leveraging Security Orchestration Automation and Response (SOAR) to bring calm to the chaos.

Rapid7 is seeking a motivated individual to join our SOAR Practice as a Customer Support Advisor. As part of the practice stakeholder team, the Customer Support Advisor is responsible for partnering with our Customer Success, Support and Deployment teams to help our customers meet their security solution needs. 

 

Here is a snapshot of the work you'll be doing:

 

  • Partner closely with the Customer Success and Support teams to provide technical enablement to accelerate customer adoption with our SOAR product. 

  • Operate as an escalation point into the Practice for the Customer Success, Support and other post-sale organizations during customer engagements.

  • Interface with customers as our subject matter expert on how we can solve customer problems with technical solutions leveraging our SOAR product and capabilities.

  • Work closely with the Practice leaders to create processes that collect feedback from our post sale teams, translate that feedback to customer experience and product requirements, and provide the necessary context to provide customer context to the  prioritization process to drive product and experience road maps.

What we expect:

  • 3+ years of related experience with a bachelor degree; or equivalent experience

  • Customer-centric thinking to understand pain points and clearly define requirements

  • Highly organized, detail oriented and customer focused to help solve complex customer problems

  • Strong understanding of API fundamentals and/or computer science background

  • Strong presentation and communication skills to drive alignment and build cross-functional relationships