Technical Support Engineer I, InsightVM

at  Rapid7

TECHNICAL SUPPORT ENGINEER I - IVM

We are seeking a full time Technical Support Engineer I who will be based out of our Rapid7 office in Tampa, Florida! In this role you will be supporting customers by using your networking skills to troubleshoot complex issues via phone, email, and video conferencing.

ABOUT THE TEAM

Our ever growing Technical Support team are 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.

THE SKILLS YOU’LL BRING INCLUDE:

• Demonstrable command of administering multiple operating systems (Linux, Windows, MacOS)
• Understanding of log analysis methods (using regex to debug large log files)
• Demonstrable usage of packet inspection, pcaps, Wireshark, Procmon
• Troubleshooting and understanding of network architecture
• Excellent problem solving and critical thinking skills
• Fantastic verbal and written communication
  We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting 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 THE ROLE

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 security and vulnerability management 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.

IN THIS ROLE, YOU WILL:

• Support customers successfully setting up and troubleshooting any issues within their vulnerability scanning infrastructure
• Create 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 globally including Engineering and Product to help drive a resolution to customer issues
• Learn and expand your knowledge of the our Vulnerability Management Platform to become a subject matter expert
• Troubleshoot investigations and identify defects or false positive alerts