Technical Account Support
Rapid7 is looking for a self-starting, action-oriented, and highly motivated Technical Account Engineer (TAE) to join our team. The team’s mission is to ensure our customers realize the full business value from their vulnerability management program. As a Technical Account Engineer, you will be teaming with the Technical Account Management team managing the technical relationship between Rapid7 and its large enterprise and federal customers. As a Technical Account Engineer, you will provide premier support to our customers by leveraging their strong technical and product knowledge to guide customers in the successful deployment and use of Rapid7 products within their respective organizations. Successful candidates will have an excellent technical and security software foundation, as well as account management experience.
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
Conduct in-depth analysis including but not limited to reviewing code for potential defects and partners with the Development team when necessary
Manages customers’ issues until the final resolution and keeps them informed of progress
Interacts closely with various departments to provide first-hand feedback from customers
Replicates internally customer’s issues as part of standard investigation
Manages customer expectations and provides adhoc training to customers on product usage, deployment and configuration
Expertly handles escalated customers
Seeks to understand the business impact an issue may have to a customer
Job Requirements:
BS/MS in Computer Science (or equivalent experience)
5+ years of Technical Support or related experience in Professional Services or Sustaining Engineering
We are looking for a standout colleague who thrives in a team environment
Strong drive to look at challenges and help define solutions
Eagerness to learn and wiliness to share own knowledge
Technical Knowledge & Skills:
Amazing social skills with a passion to solve customers’ issues
Advanced understanding of enterprise network architecture
Excellent knowledge of security and vulnerability management
Excellent problem solving and critical thinking
Fantastic verbal and written communication
Demonstrable command of administering multiple Operating systems (Linux, Windows, Mac OS…etc)
Advanced Knowledge of TCP/IP, OSI, VLAN, DNS, NMAP, LDAP
Proficiency with security applications and Rapid7 products a plus
CCNA and/or Security + certified preferable ( or related Network/Security certifications )
Ability and experience reading and understanding code (Java, Python, Ruby or similar language)
Experience in both Linux and Windows OS administration (including Proficient with Unix / Linux /OSX command line and tools)