Technical Support Engineer

US - TX - Austin


US - TX - Austin


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

Are you passionate about delighting your customers and helping them solve complex application issues? Are you the person who enjoys technical challenges and thrives to learn and develop skills beyond expectations? Then you are the right person to join our unique support team! As a Technical Support Engineer, you provide premier support to a wide range of technical customers. Alongside the Support team you will use your expertise and knowledge to help solve application problems for our valued customers.  This position is full-time and based in our office in Austin.

Job Responsibilities:

  • Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success 

  • Serves as the liaison between Rapid7 and the customer

  • Follows up, tests, and troubleshoots as necessary

  • Partners with development team on root cause analysis

  • Manages customers' issues and keeps them informed of progress

  • Interacts closely with various departments to provide first hand feedback from customers

Job Requirements:

  • Experience in Technical Support or related experience 

  • We are looking for a standout colleague who thrives in a team environment

  • Passion for problem solving

  • Strong drive to look at challenges and help define solutions

  • Eagerness to learn and wiliness to share own knowledge

Technical Knowledge & Skills:

  • Amazing social skills with a passion to solve customers' issues

  • Troubleshooting and understanding of network architecture 

  • Excellent problem solving and critical thinking

  • Fantastic verbal and written communication

  • Demonstrable command of administering multiple Operating systems (Linux, Windows, Mac OS…etc)

  • Understanding of TCP/IP, OSI, VLAN, DNS, NMAP, LDAP 

  • Proficiency with similar applications and Rapid7 products a plus