Technical Support Engineer - Tier 3

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're looking for a Technical Support Engineer for Tier 3, to join our team in Israel.

 

What will you do?

  • Provide tier 3 support of our Cyber Threat Intelligence (CTI) to our global customer base for any issue with the Intsights product.
  • Deploy and support our customers with the integrations across with 3rd party security devices (SIEM, FW, etc.) interfaces.
  • Educate and empower our customers, guiding them through the features of our software and advising on best practices.
  • Demonstrate an independent ability to troubleshoot & investigate incoming requests within strict SLA boundaries.
  • Create and manage escalations to product managers and R&D teams.
  • Maintain communication with other teams to keep everyone aligned about client feedback and any important technical problems.

Requirements:

  • At least 1 year of experience providing product support in a SaaS platform.
  • At least 2 years of proven experience with troubleshooting multiple Operating Systems (Windows, Linux, Unix) and configuration optimization.
  • Hands-on experience in working with databases and creating DB queries.
  • Advanced Docker knowledge.
  • Troubleshooting communication issues- familiar with network structure (LAN, WAN) and communication equipment basic functionality (switching, hubs, routers, proxy)
  • Virtual Environment technologies (VMWare, Hyper-V).
  • 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.
  • Hands-on analysis and troubleshooting. 
  • Strong analytical and technical problem-solving skills.
  • Ability to grasp technical concepts quickly and explain them to others.
  • Ability to work on-call as per the needs of the business.

Advantage:

  • Knowledge of security devices (SIEM, FW, etc.).
  • Experience in Information Security.
  • Experience in PowerShell \ Bash \ Python scripts.