Technical Support Manager - Tier 1

Israel - Tel Aviv

Location(s)

Israel - Tel Aviv

Team(s)

Customer Success & Support, IntSights


Who are we?

We are IntSights, a Rapid7 company, that has created a market ­shifting solution to DETECT, ANALYZE and REMEDIATE​ all kinds of threats and malicious information in the clear, dark & deep web.

Rapid7 (NASDAQ: RPD) is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 9000 customers across 120+ countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture.

We are looking for a Technical Support Engineer, to join our team!

What will you do?

  • Provide first and second level support and Cyber Threat Intelligence (CTI) services to our global customer base.
  • Demonstrate an independent ability to troubleshoot & investigate incoming requests within strict SLA boundaries.
  • Educate and empower our customers, guiding them through the features of our software and advising on best practices.
  • Create and manage escalations to intelligence teams, technical support team and product managers teams.
  • Maintain communication with other teams to keep everyone aligned about client feedback and any important technical problems.
  • Provide first response analysis using IntSights proprietary platform and browsing deep/dark web sites following customers' requests.

Reqiuerments

  • At least 1 year of experience in a leading support team.
  • At least 2 years of providing product support in a SaaS platform.
  • Customer-oriented, excellent verbal and written communication skills in English.
  • Self-starter, multitasking, independent, responsible.
  • Good interpersonal communication with other team players.
  • Ability to learn fast.
  • Analysis and troubleshooting hands-on, eager to learn technologies. 
  • Strong analytical and technical problem-solving skills.
  • Ability to grasp technical concepts quickly and explain them to others.
  • Basic analytical and technical skills in the following areas: Experience with troubleshooting of multiple Operating Systems (Windows, Linux) including administration, configuration optimization, Knowledge of communication - network structure (LAN, WAN).

Advantage

  • Experience utilizing ticket systems and associated workflows (Zendesk preferred)
  • Experience in Information Security
  • Knowledge of security devices (SIEM, FW, etc.).
  • Virtual Environment technologies (VMWare, Hyper-V).
  • Experience in conducting Open Source investigations.
  • Experience as a CTI analyst.
  • Powershell, Bash, Python scripts development / basic DevOps knowledge.