Technical Support Engineer - Japanese Speaking

Australia - Melbourne

Location(s)

Australia - Melbourne

Team(s)

Customer Success & Support


Technical Support Engineer I - Japanese Speaking 

 

The Opportunity:

Are you passionate about delighting your customers and helping them solve complex application issues? Do you enjoy solving technical challenges and thrive to learn and develop your skills? Then you are the right person to join our support team! As a Technical Support Engineer I, you will provide premier support to a wide range of customers. Alongside the Support team you will use your expertise and knowledge to help solve application problems for our valued customers. This role is based in Melbourne and you will support our APAC customer base including our growing Japan market, so this is a great opportunity to use your Japanese language skills. 

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/

 

Job Responsibilities:

  • Represents Rapid7 in assisting customers with solving technical problems

  • Manages customers' issues and keeps them informed of progress

  • Uses the many resources available to our Support team to learn, troubleshoot and solve customer issues

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

  • Partners with development team on root cause analysis

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

Job Requirements:

  • Fluent in both the Japanese & English language 

  • 1-2 years experience in Technical Support or related experience

  • Passionate about delighting customers with exceptional customer service skills 

  • A team player, who thrives in a collaborative environment

  • Excellent problem solving and critical thinking, with a strong drive to look at challenges and help define solutions

  • Eagerness to learn and willingness to share own knowledge

  • Strong verbal and written communication skills

  • Troubleshooting and understanding of network architecture

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

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

Preferred Qualifications:

  • Demonstrable command of administering Windows Server (AD, LDAP, DHCP)

  • 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

  • Experience with curl command or postman to interact with APIs

  • Demonstrable usage of packet inspection, pcaps, wireshark, procmon

  • An understanding of Linux and MacOs

  • Familiarity with SSO technologies

  • Proficiency with similar applications and Rapid7 products a plus

What's in it for you?

  • Competitive salary and benefits package 

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

  • A culture that promotes overall wellness for all our employees including confidential support for mental, physical and financial wellbeing 

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 behaviour, 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 organisation. For more information, visit our website, check out our blog, or follow us on LinkedIn.

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