Support Engineer, Level 1
The Technical Support Engineer provides world-class support to a wide range of security minded people and their companies. Ultimately, the support engineer will use their expertise and knowledge to help solve security challenges in the real world.
Our support engineers thrive on excellent knowledge of security and vulnerability management along with an unmatched thirst to rapidly learn the newest technologies in our changing world.
1. 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;
Keeps customer informed of case resolution.
2. Interacts closely with other departments to provide first hand feedback from customers.
Relevant experience in a similar customer facing role;
Shines working in high performing team environments;
Demonstrable command of administering multiple OS’s.
Technical Knowledge & Skills:
Amazing social skills with a passion to work with customers;
Troubleshooting and understanding of network architecture
Critical thinking and sound problem solving skills;
Fantastic oral and written communication;
Knowledge of TCP/IP, OSI, VLAN, DNS, NMAP, LDAP desired;
Web application development experience
Understanding of database concepts, functions and SQL queries
Familiarity with Windows Server
Familiarity with Internet Information Server
SSL Certificate management familiarity
Strong understanding of networking, Web protocols
Interesting in Web-bases security a plus
Proficiency with similar applications and Rapid7 products a plus.