Rapid7
cybersecurity
TechnicalSupportEngineer-I
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Engineer-I at Rapid7. Skills: Technical Support, Network Diagnostics, Log Analysis, Troubleshooting, Customer Assistance. Provide high-level technical assistance to global customers. Troubleshoot complex network and vulnerability management issues”
What You'll Achieve.
Ensuring customers successfully manage risks across their IT infrastructure; Driving product resolutions that protect organizations
Industry & Context.
Critical thinking and problem-solving skills in high-pressure environments; Troubleshooting complex issues; Identifying root cause of reported issues
Willingness to work on night shifts, specifically EST OR PST hours
What They're Looking For.
Must Have
4+ years of experience supporting global customers and resolving complex issues, Demonstrable command of Linux, Windows, and macOS, Proficiency in packet inspection using tools like Wireshark, PCAPS, and Procmon, Expert ability to use regex and other methods to debug large, complex log files, understanding of network architecture and troubleshooting methodologies, Excellent critical thinking and problem-solving skills in high-pressure environments, Fantastic verbal and written communication skills to delight technical and security-focused audiences, Ability to quickly learn and become a subject matter expert in Vulnerability Management Platforms, Willingness to work on night shifts, especially EST OR PST hours, Experience working cross-functionally with Engineering and Product departments
Nice to Have
Familiarity with Salesforce for case management and workload insight
What You'll Do.
Provide high-level technical assistance to global customers
Troubleshoot complex network and vulnerability management issues
Act as a subject matter expert for Rapid7’s security platform
Ensure customers successfully manage risks across their IT infrastructure
Support customers in successfully setting up and troubleshooting vulnerability scanning infrastructure
Create innovative workflows to analyze large log files using regex to identify the root cause of reported issues
Reproduce customer issues in lab environments using available Support team resources and tools
How You'll Work.
Team & Collaboration
Collaborate closely with local and global Engineering and Product teams to drive resolutions for customer defects; Experience working cross-functionally with Engineering and Product departments
Communication Scope
Verbal Communication; Written Communication
Full Job Description
As a Technical Support Engineer I, you will provide high-level technical assistance to global customers, focusing on troubleshooting complex network and vulnerability management issues. You will act as a subject matter expert for Rapid7’s security platform, ensuring customers successfully manage risks across their IT infrastructure. ## About the Team Our Technical Support team is dedicated to delivering exceptional customer experiences by solving complex technical challenges and providing visibility into security risks. By bridging the gap between customers and our Engineering teams, we drive product resolutions that protect organizations in an increasingly connected world. ## About the Role As a Technical Support Engineer I, your primary responsibility will be to support customers by utilizing your networking skills to troubleshoot complex issues via email and video conferencing. Specifically, your focus will be to: * Support customers in successfully setting up and troubleshooting vulnerability scanning infrastructure. * Create innovative workflows to analyze large log files using regex to identify the root cause of reported issues. * Collaborate closely with local and global Engineering and Product teams to drive resolutions for customer defects. * Reproduce customer issues in lab environments using available Support team resources and tools. **The skills and qualities you’ll bring include:** * **Operating System Administration:** Demonstrable command of Linux, Windows, and macOS. * **Network Diagnostics:** Proficiency in packet inspection using tools like Wireshark, PCAPS, and Procmon. * **Log Analysis:** Expert ability to use regex and other methods to debug large, complex log files. * **Architecture Troubleshooting:** Strong understanding of network architecture and troubleshooting methodologies. * **Problem-Solving:** Excellent critical thinking and problem-solving skills in high-pressure environments. * **Communication:** Fantastic verbal and written communi
Applying for this Technical Support Engineer-I role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Workday
- Workday has a multi-step form — save your progress after every section.
- "Apply With LinkedIn" can fail or lose data; manual entry is more reliable.
- Watch for the "Submit for Review" final step — hitting "Save" alone does not submit.
- Job requisition numbers are useful when following up with HR by email.
ANONYMOUS · UNFILTERED
What do employees actually say about Rapid7?
Real rants from real employees. Read before you apply.