Technical Support Engineer I, InsightVM

| Tampa, FL, USA | Hybrid
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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.
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


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 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.
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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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An Insider's view of Rapid7

What does your typical day look like?

For the majority of the day it’s a mix of weekly check-ins with various teams, project updates, and the occasional brainstorm.

When I’m not in meetings I’ve got headphones in while planning, writing, or designing — at my desk or perched somewhere around the office.

Grace

Senior Brand Storyteller

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Once a year, Rapid7 offices across the globe close for the day so employees can volunteer.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Rapid7 is led by a diverse management team that represent the security community we serve. We believe that we all have a responsibility to continuously improve our DE&I efforts.
Mandated unconscious bias training
We believe in continuous learning, our in-house trainers conduct consistent diversity trainings. We advocate for diverse thinking and strive to cultivate a workforce that mirrors the best minds.
Diversity manifesto
Diversity employee resource groups
We have so many amazing and organically created employee resource groups! These internal Rapid7 communities allow for an authentic experience where diverse employees and allies can come together.
Hiring practices that promote diversity
We've taken the Parity Pledge, we reinforce strategic recruitment, we are committed to diversity partnerships, and we understand the importance in training around unconscious bias.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave
Childcare benefits
Membership with Care.com for backup childcare services. Dependent care Flexible Spending Account to set aside pre-tax dollars for childcare expenses.
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Our employees receive unlimited hours per year of paid volunteer time.
Paid holidays
Paid sick days
Employees receive unlimited hours per year of paid sick leave.
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Some meals provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Onsite gym
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications

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