Technical Support Engineer 1

Job Title
Technical Support Engineer I
Do you enjoy solving complex technical challenges and helping customers find solutions that make their day better? If you're someone who thrives on tackling new problems, learning continuously, and delivering exceptional service, we'd love to have you on our team!
We are seeking a full-time Technical Support Engineer I to be based at our Rapid7 office in Pune. In this role, you will support customers by utilizing your networking skills to troubleshoot complex issues via email and video conferencing.
This isn't just about technical skills-it's about connecting with people, understanding their challenges, and making a real impact.
About the Team
Our ever-growing Technical Support team is 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 all-in-one vulnerability management solution that provides users with visibility into the risks present throughout their IT infrastructure.
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 in successfully setting up and troubleshooting any issues within their vulnerability scanning infrastructure
• Create innovative workflows to analyze large log files 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 our Vulnerability Management Platform to become a subject matter expert
• Troubleshoot investigations and identify defects or false positive alerts
• Familiarity with Salesforce for managing cases and workload insight.
• Must be willing to work with rotational shifts including night shifts.
• This will be a hybrid role, with a minimum of 3 days of work from the office.

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
• Ensure compliance and lead ongoing improvements while delivering exceptional customer experience.
• 4+ years supporting global customers and resolving complex technical issues.

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 organisations 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 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.