Technical Support Engineer - 1

US - FL - Tampa

Location(s)

US - FL - Tampa

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:

     

    Our ever growing Technical Support team are seeking candidates who have a passion for providing exceptional customer experiences through solving complex technical problems. The focus of this position will be on becoming a subject matter expert in our leading Vulnerability Risk Management solution InsightVM. InsightVM is an all-in-one vulnerability management solution which provides users visibility into the risk present throughout their IT infrastructure. 

     

    We are seeking a full time Technical Support Engineer I who will be based out of our Rapid7 office in Tampa, FL. This role offers a high level of flexibility under our newly developed Hybrid working model, which focuses on promoting a healthy work-life balance. 

     

    Are you passionate about delighting your customers and helping them solve complex network and product issues? Are you the person who enjoys technical challenges and thrives to learn and develop skills beyond expectations? If so, then you are the perfect person to join our unique and growing support team! As a Technical Support Engineer, you will provide exceptional support experiences to a wide range of technical and security focused audiences. This role offers an exciting opportunity for an individual looking to immerse themselves in a fast paced role with endless growth opportunities. 

     

    Interested to hear more about the role from some of our current Technical Support Engineers? Check out the blog post linked below:

     

    https://www.rapid7.com/blog/post/2021/09/22/rapid7-technical-support-building-a-career-path-with-endless-possibilities/

     

    Some of the day to day tasks you will be involved with:

    • Represent Rapid7 in assisting customers with solving complex technical problems.

    • Showing off your networking skills by supporting customers successfully setting up and troubleshooting any issues within their vulnerability scanning infrastructure

    • Creating innovative workflows to analyze large log files in order to get to the bottom of any reported issues

    • Using the many resources available to our Support team to learn, troubleshoot and reproduce customer issues

    • Work closely with various teams located locally and across the world including Engineering and Product to help drive a resolution to customer issues

    • Learning and expanding your knowledge of the our Vulnerability Management Platform to become a subject matter expert

    • Troubleshooting investigations and identifying defects or false positive alerts

    What's in it for you?

    • Attractive Salary

    • Competitive Pension employer contribution

    • Generous holiday allowance

    • Health insurance for you and your family

    • Life and disability insurance

    • Budget for additional education/development (certification and exam allowances)

    • Enhanced Maternity/Paternity pay schemes

    • Healthy (and some unhealthy) snacks and drinks plus regular office breakfast and lunches

    • Monthly outings/Summer party/Christmas party

    Nice to haves:

    • Knowledge of security and vulnerability management

    • Proficiency with similar applications and Rapid7 products a plus

    • Demonstrable command of administering multiple operating systems (Linux, Windows, MacOS)

    • 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

    • Demonstrable usage of packet inspection, pcaps, Wireshark, Procmon

    • Familiarity with SSO technologies

    • Experience working with API's

    • Familiarity with PostgreSQL, or any similar relational database management systems

    Desired Knowledge & Skills:

    • Troubleshooting and understanding of network architecture 

    • Excellent problem solving and critical thinking skills

    • Fantastic verbal and written communication

    You should apply if you:

    • Have desire for a fast paced career working in Technical Support

    • Thrive as part of a collaborative team environment

    • Eagerness to learn and willingness to share knowledge

    • Possess excellent social skills with a passion for solving complex customers' issues

    • Willing to buy-in to an outstanding company culture focusing on positively impacting the greater cybersecurity community

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