Technical Support Engineer at Rapid7 (Greater Boston Area, MA)

| Greater Boston Area
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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.

The Opportunity:

Our ever growing Technical Support team is seeking candidates who have a passion for providing exceptional customer experiences through solving complex technical problems. The focus of this position will be on becoming a subject matter expert in our leading Vulnerability Risk Management solution InsightVM. InsightVM is an all-in-one vulnerability management solution which provides users visibility into the risk present throughout their IT infrastructure. 

This position is seeking a full-time Technical Support Engineer who will be based out of our Boston office. This role offers a high level of flexibility under our newly developed Hybrid working model, which focuses on promoting a healthy work-life balance. 

Are you passionate about delighting your customers and helping them solve complex network and product issues? Are you the person who enjoys technical challenges and thrives to learn and develop skills beyond expectations? If so, then you are the perfect person to join our unique and growing support team! As a Technical Support Engineer, you will provide exceptional support experiences to a wide range of technical and security focused audiences. This role offers an exciting opportunity for an individual looking to immerse themselves in a fast paced role with endless growth opportunities. 

Interested to hear more about the role from some of our current Technical Support Engineers? Check out the blog post linked below:

https://www.rapid7.com/blog/post/2021/09/22/rapid7-technical-support-building-a-career-path-with-endless-possibilities/

Some of the day to day tasks you will be involved with:

  • Represent Rapid7 in assisting customers with solving complex technical problems.

  • Showing off your networking skills by supporting customers successfully setting up and troubleshooting any issues within their vulnerability scanning infrastructure

  • Creating innovative workflows to analyze large log files in order to get to the bottom of any reported issues

  • Using the many resources available to our Support team to learn, troubleshoot and reproduce customer issues

  • Work closely with various teams located locally and across the world to help drive a resolution to customer issues

  • Learning and expanding your knowledge of the our Vulnerability Management Platform to become a subject matter expert

  • Troubleshooting investigations and identifying defects or false positive alerts

You should apply if you:

  • Have desire for a fast paced career working in Technical Support

  • Thrive as part of a collaborative team environment

  • Eagerness to learn and willingness to share knowledge

  • Possess excellent social skills with a passion for solving complex customers' issues

  • Willing to buy-in to an outstanding company culture focusing on positively impacting the greater cybersecurity community

Desired Knowledge & Skills:

  • Troubleshooting and understanding of network architecture 

  • Excellent problem solving and critical thinking skills

  • Fantastic verbal and written communication

Nice to Haves:

  • Knowledge of security and vulnerability management

  • Proficiency with similar applications and Rapid7 products a plus

  • Demonstrable command of administering multiple operating systems (Linux, Windows, MacOS)

  • Previous relevant certifications a plus (AWS, Azure, Google, CompTIA, Microsoft)

  • Familiarity with any programming language (Ex: Python, C++, Java)

  • Understanding of log analysis methods (using regex to debug large log files)

  • Knowledge of Grafana, Kibana or other graphing tools

  • Demonstrable usage of packet inspection, pcaps, wireshark, procmon

  • Familiarity with SSO technologies

  • Experience working with API’s

  • Familiarity with PostgreSQL, or any similar relational database management systems

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Location

Rapid7 is conveniently located between the North End and West End of Boston, with plenty of restaurants and public transport close by.

An Insider's view of Rapid7

How would you describe the company’s work-life balance?

Rapid7 encourages everyone to achieve a work/life balance. Our people are at the center of the decisions we make, including our “take it as you need it” time off policy and our hybrid working model. These things are important for me and my family, and I know my team appreciates the flexibility to manage their personal lives while balancing work.

Paola

VP, Customer Success Management

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

How has your career grown since starting at the company?

Ive been on many teams in my time at Rapid7 and they have certainly “grown” from a size perspective, but more importantly, they all evolved with the changing times and needs. Some of the teams I was on were critical for our sales grown in an emerging market and though they no longer exist by name, I can see the tangible impact we made.

Sarah

Sales Manager

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.
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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