Technical Support Engineer - IntSights Tier 3 (Massachusetts)

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Technical support Tier 3 – Job Description

Who are we?

We are IntSights, a Rapid7 company, that has created a market shifting solution to DETECT, ANALYZE and REMEDIATE​ all kinds of threats and malicious information in the clear, dark & deep web.

We’re looking for a Technical Support Engineer for Tier 3, to join our team in Dallas.

 What will you do?

  • Provide tier 3 support of our Cyber Threat Intelligence (CTI) to our global customer base for any issue with the Intsights product.
  • Deploy and support our customers with the integrations across with 3rd party security devices (SIEM, FW, etc.) interfaces.
  • Educate and empower our customers, guiding them through the features of our software and advising on best practices.
  • Demonstrate an independent ability to troubleshoot & investigate incoming requests within strict SLA boundaries.
  • Create and manage escalations to product managers and R&D teams.
  • Maintain communication with other teams to keep everyone aligned about client feedback and any important technical problems.

Requirements:

  • At least 1 year of experience providing product support in a SaaS platform.
  • At least 2 years of proven experience with troubleshooting multiple Operating Systems (Windows, Linux, Unix) and configuration optimization.
  • Hands-on experience in working with databases and creating DB queries.
  • Advanced Docker knowledge.
  • Troubleshooting communication issues- familiar with network structure (LAN, WAN) and communication equipment basic functionality (switching, hubs, routers, proxy)
  • Virtual Environment technologies (VMWare, Hyper-V).
  • Customer-oriented, excellent verbal and written communication skills in English.
  • Self-starter, multitasking, independent, responsible.
  • Good interpersonal communication with other team players.
  • Ability to learn fast.
  • Hands-on analysis and troubleshooting. 
  • Strong analytical and technical problem-solving skills.
  • Ability to grasp technical concepts quickly and explain them to others.
  • Ability to work on-call as per the needs of the business.

Advantage

  • Knowledge of security devices (SIEM, FW, etc.).
  • Experience in Information Security.
  • Experience in PowerShell \ Bash \ Python scripts.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
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    • AngularJSFrameworks
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

Rapid7 is conveniently located in downtown Austin, with plenty of restaurants, bars, and public transport close by.

An Insider's view of Rapid7

What’s the vibe like in the office?

The vibe of the Rapid7 Austin office is a perfect mix of energizing and inviting. Our vibrant office design, diverse team makeup & monthly events keep the space buzzing! There is definitely a more laidback attitude here in Austin and I feel our office perfectly embodies that while still being a space where we can come to get amazing work done.

Cass

Customer Success Representative

What projects are you most excited about?

I am most excited about our recent investments to elevate engagement with the Partner ecosystem. We’ve doubled down on our commitment to the channel and are working on several initiatives to ensure our partners are able to deliver maximum value to their customers with Rapid7 technology.

Billy

Sr. Manager, Domain Engineers

What are some things you learned at the company?

It’s not just the customer who benefits from the culture of compassion. Internally, Rapid7 employees look out for each other and work together to solve problems. Oftentimes, this ends up helping all parties.

Becky

Senior Manager, Customer Success Management

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Rapid7 is led by a diverse management team that represent the security community we serve. We believe that we all have a responsibility to continuously improve our DE&I efforts.
Unconscious bias training
We believe in continuous learning, our in-house trainers conduct consistent diversity trainings. We advocate for diverse thinking and strive to cultivate a workforce that mirrors the best minds.
Diversity Employee Resource Groups
We have so many amazing and organically created employee resource groups! These internal Rapid7 communities allow for an authentic experience where diverse employees and allies can come together.
Hiring Practices that Promote Diversity
We've taken the Parity Pledge, we reinforce strategic recruitment, we are committed to diversity partnerships, and we understand the importance in training around unconscious bias.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive unlimited hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive unlimited hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Happy Hours
Parking
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
Variable.
Time allotted for learning
Online course subscriptions available
Paid industry certifications

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