Technical Support Engineer at Rapid7

| Austin
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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.

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
  • Keeps customer informed of case resolution. 
  • Interacts closely with other departments to provide first hand feedback from customers.

    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
    • Experience with various programming languages (preferred, Java, Python, and JavaScript)
    • Proficiency with similar applications and Rapid7 products a plus
    • Penetration Testing experience desired

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    Technology we use

    • Engineering
    • Product
    • Sales & Marketing
      • GolangLanguages
      • JavaLanguages
      • JavascriptLanguages
      • PythonLanguages
      • RLanguages
      • RubyLanguages
      • ScalaLanguages
      • SqlLanguages
      • jQueryLibraries
      • ReactLibraries
      • ReduxLibraries
      • 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?

    It has all the perks of a startup but well structured, goal driven, and supported growth as an employee from start to finish. Several places to relax or wind down after a call, and working in one of the most iconic buildings downtown. Welcome to the Austin office!

    Chris

    Customer Success Representative

    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.
    Someone's primary function is managing the company’s diversity and inclusion initiatives
    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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