Senior Technical Support Engineer

| Greater Boston Area
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Rapid7 is looking for a self-starting, action-oriented, and highly motivated Senior Technical Support Engineer 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 Senior Technical Support 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 Senior Technical Support 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)

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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 between the North End and West End of Boston, with plenty of restaurants, bars and public transport close by.

An Insider's view of Rapid7

What does your typical day look like?

For the majority of the day it’s a mix of weekly check-ins with various teams, project updates, and the occasional brainstorm.

When I’m not in meetings I’ve got headphones in while planning, writing, or designing — at my desk or perched somewhere around the office.

Grace

Senior Brand Storyteller

What are some things you learned at the company?

When we talk about being a moose and impact together, what we are saying is that we support each other on our journey forward. We actively look for ways to collaborate, strengthen our ideas and learn from each other, no matter what department you may be in at Rapid7.

David

Global Director of Sales Engineering

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Once a year, Rapid7 offices across the globe close for the day so employees can volunteer.
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
Onsite Gym
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
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Some Meals Provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Variable.
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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