Technical Support Engineer I

| Belfast, County Antrim, Northern Ireland, GBR | Hybrid
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The position is for a Technical Support Engineer in our Support organization at Rapid7. Are you passionate about delighting your customers and helping them solve complex application issues? Are you the person who enjoys technical challenges and thrives to learn and develop skills beyond expectations? Then you are the right person to join our unique support team!
As a Technical Support Engineer, you provide premier support to a wide range of technical customers. Alongside the Support team you will use your expertise and knowledge to help solve application problems for our valued customers. This position is full-time and based in one of our offices either in Belfast or Dublin.
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


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. That's because these teams reflect 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

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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