Technical Support Engineer

at  Rapid7

TECHNICAL SUPPORT ENGINEER, BELFAST

We are seeking a full time Technical Support Engineer I who will be based out of our Rapid7 office in Belfast! In this role you will be supporting customers by using your networking skills to troubleshoot complex issues via phone, email, and video conferencing. This is a hybrid role, 3 days onsite, 2 days remote.

THE SKILLS YOU’LL BRING INCLUDE:

• We are looking for a standout colleague who thrives in a team environment
• Experience in Technical Support or related experience
• Passion for problem solving
• Strong drive to look at challenges and help define solutions
• Eagerness to learn and wiliness to share own knowledge
• Amazing social skills with a passion to solve customers’ issues
• Troubleshooting and understanding of network architecture. Demonstrable usage of packet inspection, pcaps, wireshark and procmon.
• Excellent problem solving and critical thinking
• Fantastic verbal and written communication
• Demonstrable command of administering Windows Server (AD, LDAP, DHCP) among other OS (Linux, Mac)
• Understanding of TCP/IP, OSI, VLAN, DNS, NMAP
• 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
• Proficiency with similar applications and Rapid7 products a plus
  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 Rapid7
  Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We’re on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people.
  With more than 11,000+ customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.

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 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 premier support to a wide range of technical and security focused audiences while helping them solve complex application problems. 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:

• Understand client’s business objectives/impact and apply their expertise to timely resolve issues and ensure customer success
• Serve as the liaison between Rapid7 and the customer
• Follow up, test, and troubleshoot as necessary
• Partner with development team on root cause analysis
• Manage customers’ issues and keep them informed of progress
• Interact closely with various departments to provide first hand feedback from customers