Customer Success Engineer II

| Greater Boston Area
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Customer Solutions Advisor Job Overview

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 Solutions Advisor 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

The Customer Success Advisor will 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

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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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