Technical Support Engineer II - InsightCloudSec

We are seeking a full time Technical Support Engineer II who will be based out of our Rapid7 office in Tampa, Florida! In this role you will be supporting customers by using your technical skills to troubleshoot complex issues via phone, email, and video conferencing. This is a hybrid role, 3 days on-site, 2 days remote.
About the Team
Our ever-growing Technical Support team is seeking candidates who are passionate about delivering exceptional customer experiences by solving complex technical challenges. This position focuses on becoming a subject matter expert in our industry-leading cloud security and compliance platform, InsightCloudSec. InsightCloudSec is an all-in-one solution that provides continuous visibility and automated governance across multi-cloud environments, empowering organizations to manage risk and maintain compliance at scale.
About the Role
As a Technical Support Engineer II, you will provide expert-level assistance to a diverse, security-focused audience using InsightCloudSec. This role offers an exciting opportunity for someone eager to grow in a fast-paced, cloud-centric environment with endless opportunities for learning and career advancement.
As a Technical Support Engineer II you will be responsible for:

• Manage daily support case volume and backlog, ensuring timely response and resolution while maintaining high customer satisfaction and meeting service level objectives.
• Identifying recurring issues and patterns in support cases, collaborating with Engineering and Product teams to drive root cause analysis and implement long-term solutions.
• Cultivating customer trust by becoming an expert in InsightCloudSec software.
• Coordinate with Customer Account teams to address any technical issues impacting a Customer's success.
• Providing mentorship and guidance to global support engineers, fostering skill development, knowledge sharing, and a collaborative problem-solving environment.
• Building relationships and partnerships with other internal InsightCloudSec teams.
• Proactively sharing information and expertise regarding recent fixes, and best practices in the cloud.

The skills you'll bring include:

• At least 5 years' of experience in a technical customer facing role with a minimum of 2 years' experience with cloud technologies (AWS, Azure, OR GCP).
• Proficiency in containerization technologies (e.g., Docker, Kubernetes).
• Proficiency with command-line tools and Linux operating system environments.
• Experience with REST APIs, including the ability to debug API request/response cycles.
• Excellent troubleshooting skills: ability to analyze logs, identify root causes, and resolve ambiguous technical issues.
• Fundamental understanding of Cloud Security Posture Management (CSPM).
• Basic knowledge of Cloud IAM (roles, policies, permissions across a cloud service provider).
• Cross-functional teamwork: Collaboration with global product teams and engineering to drive issue resolution, align priorities, and ensure seamless customer support experience.
• Exceptional communication: Ability to articulate complex information clearly and concisely to diverse audiences, ensuring understanding, alignment, and efficient issue resolution with internal teams and external customers.
• Strong time management: Balance active cases, backlog, and priorities to consistently meet service goals.

We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.
About Rapid7
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope - just like we've been doing for the past 20 years. If you're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.
#LI-AA2
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.