Cloud Technical Support Engineer

US - TX - Austin

Location(s)

US - TX - Austin

Team(s)

Customer Success & Support


About Rapid7

Rapid7 (Nasdaq: RPD) is advancing security with visibility, analytics, and automation delivered through our Insight cloud. Our solutions simplify the complex, allowing security teams to work more effectively with IT and development to reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. Over 9,300 customers rely on Rapid7 technology, services, and research to improve security outcomes and securely advance their organization. For more information, visit our website, check out our blog, or follow us on LinkedIn.

The Opportunity

We are looking for a Technical Support Engineer that is hard-working and committed to customer success. The Technical Support Engineer should be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa. This is an excellent opportunity to join a dynamic and fun Technical Support team. This role will report to the Director of Product Support, but will also work collaboratively across our Customer Success, Product, Engineering, Sales, and Documentation teams. You will help with technical issues, bug identification, feature requests, general knowledge, and proof of concepts.

Responsibilities:

  • Quickly cultivate customer trust by becoming an expert in InsightCloudSec

  • Lead support efforts for customers who have been determined to have critical value when needed

  • Coordinate with Customer Success Managers to address any technical issues impacting a customer's success

  • Escalate software bugs or feature enhancements to Tier 2 and product management teams

  • Act as a subject matter expert of the InsightCloudSec product

  • Build relationships and partnerships with cross-functional teams

  • Proactively share information and expertise regarding recent fixes and best practices in the cloud

Job Requirements:

  • A minimum of 2 years' experience with Cloud technologies 

  • Proficiency with command-line tools and Linux operating system environments

  • Systems Operations experience, including deploying and managing applications, either on-premises or in a public cloud environment

  • Certified in one of the following: Amazon Web Services, Google Cloud Platform, Microsoft Azure

  • Familiar with at least one of the following languages and technologies: SQL, PHP, Java, Python, JSON

  • Excellent organizational and project management skills

  • Fast learner, natural curiosity, and love of technology