Customer Success Engineer I (Massachusetts) at Rapid7

| Remote
Sorry, this job was removed at 5:07 a.m. (CST) on Saturday, March 5, 2022
Find out who’s hiring remotely
See all Remote jobs
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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.

A good fit for this role is someone who:

  • Enjoys helping customers to overcome challenges and achieve their goals - and not just answering technical questions

  • Embraces a challenge, understands that it’s ok to be uncomfortable, and relishes the opportunity to grow by stretching yourself

  • Thinks critically to solve difficult technical problems and provide solutions that may not be apparent at first glance

  • Leads with empathy to put yourself in the customers’ shoes and ensure you are providing an exceptional customer experience with every interaction

The Customer Success Engineer is responsible for helping our customers achieve their desired outcomes in 2 specific ways:

  • Helping them achieve specific goals they are struggling to achieve on their own when using Rapid7 solutions 

  • Helping them overcome barriers to achieving their goals that they encounter when using Rapid7 solutions

Our mission is to make our customers successful and we do this through technical product enablement, identifying areas for improvement within their implementation, and suggesting best practices to maximize product adoption and effectiveness.

What’s in scope in this role?

As a member of the CSE team, you will engage with customers throughout the day by phone and by corresponding with them via email/case responses. You will perform a wide variety of technically-oriented tasks to ensure customer success, including, but not limited to:

  • Demonstrate a clear, detailed understanding of the customers challenges and goals

  • Provide easy to follow technical guidance on how to solve customer challenges and how to achieve customer goals

  • Verify that a customer has gone about things thoroughly and correctly in an effort to troubleshoot, investigate, and identify the root cause of challenges presented to us

  • Work as an equal partner with the Customer Success Manager to ensure [on-time] renewals

  • Collaborate very closely with several departments, including Customer Success (Account Management), Support Engineering, Product Management, and Sales Engineering to name a few

What are the Job Responsibilities?

  • Become a Subject Matter Expert (SME) with Rapid7’s solutions (specifically InsightVM, InsightIDR, and InsightAppSec) through training, “hackathons”, simulated situations replicating real world cases, and more. This is requirement #1

  • Understand what a good security program looks like, and stay current as standards evolve

  • Understand the components of a successful security program implementation and how they interact with one another

  • Understand our customers’ business objectives and technical challenges, and communicate how Rapid7’s solutions can be used to achieve internal goals

  • Interface with Customer Success, Support & Services to ensure customer experience is consistently on the best path

  • Deliver presentations, participate in conference call discussions, and attend face-to-face meetings to architectural groups, major lines of business, and C-Level executives.

What are the Job Qualifications?

  • Ability to communicate clearly and effectively. Must be able to explain complex functionality that can be simply understood by people of all technical backgrounds.

  • Willingness to take risks, make mistakes, be uncomfortable, and challenge yourself in ways that you have previously avoided

  • Understand how failure enables growth

  • 3-5+ years of relevant IT/Security related experience

    • Previous experience with vulnerability management, incident detection/SIEM, and/or web application security testing strongly desired

    • Basic knowledge of best practices relating to secure network architecture, design and configuration

    • Fundamental knowledge of industry regulations and requirements including major compliance regulations​

  • Very strong proficiency and knowledge of networking and routing fundamentals

  • In-depth knowledge of Windows and Linux Operating systems - sys admin experience a plus

  • Demonstrable background in customer-oriented problem solving

  • Creative problem solver who thrives in collaborative environment

  • Accountability - must follow up with customers when you say you will

  • Strong interest in security and networking

  • Education: Bachelor’s degree and/or 4 years related work experience

Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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?

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

More Jobs at Rapid7

Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Rapid7's full profileSee more Rapid7 jobs